You add products to your Basket by clicking on the “Buy” button next to the product. If the product is not in stock, the “Buy” button is disabled for that product.
Once you have added all the products that you want to buy to your Basket, you should click on the Checkout Button which leads you to our Easy One Page Checkout.
Please complete all the requested information on the Checkout Page and click Place order.
Your order will be acknowledged and, you will have an option of saving your details for future use, which will make your next shopping visit with us much easier and quicker.
We accept all major credit and debit cards including Visa, Visa Debit, MasterCard, Delta, Maestro, Solo and American Express. We also accept payment via PayPal. If you do not see a specific payment method listed and would like to check with us, please contact us.
We will acknowledge your order by email. We will then check your order. If we have any issues with your order such as an unexpected shortage of stock, missing information, or where we feel you may have ordered non-matching goods, we will endeavour to contact you immediately.
If any item is not available within the period specified on the product information, we will offer you the choice of waiting, cancelling or substituting the item concerned.
If you wish to change or cancel an order you have already placed then please contact our Customer Service team on 020 70 60 5111 Monday to Friday between 9am and 5pm, or buy email to Lords.firstname.lastname@example.org.
If the order is still with us, then we will be happy to cancel or change it in accordance with your requirements. Please have the order number and date the order was placed at hand.
If your products have already been despatched, then you will need to follow our Returns Procedure.
To check where your order is, you can sign in to your account or contact us.
Your Order will have the following status
Your order has not been processed yet
your order could be at any point between the warehouse receiving it and despatching your goods
Your order has left our warehouse. You will receive an email
confirming despatch. Depending on your chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse
Your order has been cancelled either by you or us
If you find that your order has been only partially delivered, this may be because other items are being dispatched from a different location. You will normally always be advised of this.
If your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team by email Lords.CustomerServices@lordsnh.co.uk or telephone us on 020 70 60 5111 between 9am and 5pm Monday to Friday to discuss the matter.
£3.95 FOR ORDERS OF £50.00 OR MORE
£7.95 FOR ORDERS UNDER £50.00
We normally pack all orders the same day the order is received, so long as the items you have ordered are in stock.
We have a panel of carriers including Royal Mail, Interlink Express, City Link and Home Delivery Network that we use to deliver your goods. We are within our rights to choose the most appropriate carrier for the goods and the area being delivered to.
Should you wish to specifically exclude any carrier, please let us know in the Special Instructions box of the Check Out page or via a separate email or telephone message..
If your order was less than £50.00 and you paid a delivery charge then we will happily refund this charge when a product is being returned to us, but only if it was not as ordered, faulty or damaged.
We cannot refund delivery charges, where the items are being returned as unwanted.
We do not normally consider a package as lost until 28 days have passed since we shipped the item. If an item has been mislaid by a carrier, we will attempt to expedite the matter and gain as much information as we can as to the likely delivery date. If 28 days have elapsed and you have not received your order, we will send you a replacement order or offer you a refund.
If an item has been delivered and signed for at your address, this is taken as being proof of delivery. It is your responsibility that you ensure an authorised person is present to accept and examine the goods when they are delivered.
You must inform us within 24 hours of any missing or damaged items. Please quote your order number and the product numbers which are missing or damaged.
We hope you will be pleased with your purchase. If for any reason should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in its original undamaged packaging, unused and in fully resalable condition. Some product groups cannot be returned or exchanged and these include, but are not limited to, Paints, Hazardous Products, Special Order goods, or perishable goods. Please check with us about specific products if you are uncertain.
If the product has been returned to us and is not in fully resalable condition, we reserve the right to refuse a refund on the item, or deduct a percentage to reflect the new lower resale value of the item.
Returns can be made as follows:
- Contact us first. You can call us on 020 70 60 5111 or email us at Lords.Returns@lordsnh.co.uk If emailing, please include your order number, the item number/s you wish to return, the reason for the return and whether you would like a refund or a replacement.
- We will email you a Returns Authorisation Label. Print this label and attach it to the front of each package you are returning. We are unable to accept any return without this number.
- A time and date will then be arranged for the courier to come and collect the product you wish to return
- If you are not present at the time agreed with the courier service, you may be liable for additional collection costs or we would ask you to make your own arrangements to return the products to us. If you are arranging the return, then we cannot accept any responsibility for loss or damage of the package on its way to us. We would advise you to arrange suitable insurance via your carrier to cover any loss or damage.
- You are always welcome to return a package directly to a Lords Store. Please still ensure that a Returns Authorisation Number is clearly displayed on the package.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange any product (except a product that is excluded) provided it is in a fully resalable condition. Returns should be made within 60 days of the date you received your order, and you should re-pack the items carefully in the original packaging.
If on reaching us the returned items are not in a fully resalable condition, or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price from your refund. This does not affect your statutory rights.
Refunds can only be made to the same card that you used to make the purchase. Refunds to a card other than the original can only be processed under the following circumstances, and we will require evidence as necessary:
- The original account no longer exists
- The original account details have expired
- The recipient requires a store credit
You may choose to collect any order from our collection point in Notting Hill. We will email you as soon as the order is ready for collection.