Frequently Asked Questions
You can order through our website or telephone our sales team on 0330 174 0851. For complex products, master-key systems, safes or items requiring measurements, contact us before ordering so the specification and delivery requirements can be checked.
Your basket or order submission is an offer to buy. The contract is formed when we send an order-acceptance or dispatch confirmation, or otherwise expressly accept the order. An automated acknowledgement only confirms that we have received the order.
Contact us immediately at info@lockshopdirect.co.uk. We will try to help, but an order may already have been accepted, dispatched, ordered from a supplier or put into production. Personalised work such as key cutting, keyed-alike pinning or master-key manufacture may begin quickly and can affect cancellation rights.
We accept the payment methods displayed at checkout. We may also accept payment by telephone, pro forma invoice or bank transfer where agreed. Payment must clear before dispatch or production unless an approved credit account or written agreement applies.
Prices may be displayed both including and excluding VAT to serve Consumer and Business Customers. The VAT-inclusive price is the relevant product price for a Consumer. Before an order is placed, the checkout must show the total payable, including VAT and any unavoidable mandatory charges. Optional faster delivery can be shown separately.
The checkout uses an encrypted connection and payment is handled through the payment options shown on the website. We do not ask customers to send full card details by ordinary email. Your payment provider may carry out its own security and fraud checks.
No. They are estimates based on the information available at the time. Stock may be held by us, a supplier or a manufacturer. We will contact you if an item is unavailable or materially delayed and will not substitute a materially different product without your agreement.
Common reasons include a failed payment authorisation, an address or fraud check, missing measurements, an unclear key code, a required security card or authority, or the need to approve a keying schedule. We will contact you where more information is required.
See our Delivery Information page for current charges. For qualifying mainland orders, standard delivery is currently free from a goods subtotal of £72 including VAT (£60 excluding VAT), subject to product and postcode restrictions. The exact option and total are shown before you order.
Not unless we expressly confirm in writing that the date is guaranteed or that delivery by that date is essential. For eligible in-stock products we aim to process online orders placed before 5:00pm and telephone orders placed before 4:00pm on the same working day, but stock, customisation, payment, postcode and carrier restrictions apply.
They can. Extra keys, keyed-alike locks, master-key systems, restricted keys, special finishes and other modifications need additional work. Orders received after 4:00pm that require extra keys or locksmith work cannot normally be processed for next-working-day delivery.
Standard services cover qualifying UK mainland addresses. Northern Ireland, the Scottish Highlands and islands, the Isle of Wight, Isle of Man, Channel Islands and Isles of Scilly may have extra charges, longer lead times or restrictions. We are not currently offering routine delivery to the Republic of Ireland.
Where tracking is available it may be included in the dispatch email. Otherwise email info@lockshopdirect.co.uk with your order number and we will provide the information available to us.
Orders can be split between our warehouse, suppliers or manufacturers. Items may arrive in separate parcels or on different days. A dispatch notice may apply to only part of the order.
The carrier may leave instructions, attempt delivery again or return the parcel. If a delivery fails because nobody attends, access is unavailable or the address information is wrong, reasonable storage, return or redelivery charges may apply.
Where the carrier service allows it, you may be able to authorise a safe place, neighbour, reception area or nominated person. Delivery there will normally count as delivery to you, unless the carrier acts contrary to your instructions or without reasonable care.
Contact us promptly at returns@lockshopdirect.co.uk. Reporting visible issues within 48 hours where practical helps preserve evidence, but a Consumer does not lose statutory rights merely because a report is later. Keep the item, labels and packaging and send photographs where possible.
A Consumer who buys online or by telephone will normally have 14 days after the day of delivery to tell us they are cancelling, followed by a further 14 days to send the goods back. Exceptions apply, particularly to goods made to specification or clearly personalised. See our Returns, Cancellations and Refunds page.
Please contact us first because a returns reference helps us route and identify the item. However, obtaining a returns number is not a legal condition of a Consumer exercising a statutory right to cancel.
Please use the original packaging where reasonably possible because it protects the product and helps retain value. It is not an absolute condition of a Consumer's statutory right. The item must still be packaged safely for return, and a deduction may be made if unnecessary handling has reduced its value.
The statutory change-of-mind right does not apply where the legal exception for goods made to your specifications or clearly personalised applies. Examples can include cut keys, customer-specific keyed-alike or master-keyed cylinders, restricted systems, engraved goods and items irreversibly modified to an approved specification.
No. An item is not automatically excluded merely because it is described as a special order or is not held in our warehouse. For a Consumer, the legal exception depends on whether the goods were genuinely made to specification, clearly personalised, or another statutory exception applies.
For a standard item, the Consumer change-of-mind rules may apply. You are normally responsible for the direct return cost. Installation, cutting, marking, programming, use or missing parts can reduce the refund if they go beyond what was necessary to inspect the item. Personalised products are treated differently.
Specialist mechanical, electronic or combination locks may need testing by the manufacturer or an authorised service agent. This can help diagnose the issue or carry out a repair. The assessment process does not replace a Consumer's rights against Lock Shop Direct as the seller and must not be used to cause unreasonable delay.
Contact returns@lockshopdirect.co.uk with the order number and details of the issue. Consumer goods must be of satisfactory quality, fit for purpose and as described. A Consumer will normally have a 30-day short-term right to reject non-conforming goods, followed by the usual repair, replacement, price-reduction or final-rejection remedies under the applicable law.
Following a valid Consumer cancellation, we will refund without undue delay and no later than 14 days after the earlier of receiving the goods back or receiving satisfactory evidence that they were sent. The refund is made to the original payment method unless you agree otherwise. Your bank may take additional time to display it.
If a Consumer validly cancels the whole order, we refund the cost of the least expensive standard delivery option offered. An additional premium for a faster service is not normally refundable unless that enhanced service was not provided and a further refund is due. Partial-order returns are treated according to the delivery cost that remains payable for the goods kept.
Business Customers do not have the Consumer cooling-off right. A no-fault return requires our prior written agreement and may be subject to the item being unused, complete and resaleable, together with reasonable restocking, testing, repackaging, carriage, supplier or administration costs.
Keyed-alike locks or cylinders are configured so the same operating key opens each item in the group. You must check the cylinder sizes, product type, finish, quantity and number of keys before approving the order.
Keyed-to-differ means each lock or cylinder has its own individual operating key. It may still be possible to place the locks under a master key where the chosen system supports it.
A master-key system allows selected keys to operate groups of locks while a master or sub-master key operates more than one group. We normally prepare or confirm a schedule showing doors, cylinder sizes, key groups and key quantities. Check it carefully before approval.
They are normally pinned, assembled, cut or manufactured to a customer-specific arrangement and cannot reasonably be resold as ordinary stock. This affects change-of-mind cancellation only; it does not remove rights if the goods are faulty or we fail to follow the approved arrangement.
Depending on the system, we may require the original security card, key reference, signature, identification, account verification, letter of authority or confirmation from the registered system owner or manufacturer. We may refuse or delay supply where authority cannot reasonably be verified.
Use secure, trackable packaging and include your order number and contact details. Send it to the Lock Shop Direct Key Cutting Department at Fort House, 173 West Road, Newcastle upon Tyne, NE15 6PQ. You are responsible while it is in transit to us; we are responsible once it is received and while it is in our possession.
A key copied from a worn, bent, damaged or inaccurate sample can reproduce that wear or inaccuracy. Where possible, provide an original key code or an unworn original key. We will still be responsible if we use the wrong information or fail to carry out the agreed work with reasonable care and skill.
Yes. Use our Measurement Guides and contact our team with photographs and accurate measurements. Advice depends on the information supplied, so check the final product specification before ordering or installation.
Often yes, provided the product range, key blanks and manufacturer support remain available and you can provide the required system reference and authority. Future availability cannot be guaranteed indefinitely, so keep system records and security cards safe.
Professional fitting is strongly recommended for safety, security and correct operation, especially for specialist locks, access control and safes. Damage caused by incorrect third-party fitting may not be a product defect, but using a non-MLA installer does not automatically remove statutory rights where the goods themselves are faulty.
Only if the product page, checkout or quotation expressly says so. Kerbside, doorstep, threshold, room-of-choice, stair carry, positioning, bolting-down and installation are separate services. Confirm the exact service before ordering.
Tell us about parking and road restrictions, steps, stairs, lifts, door and corridor widths, tight turns, floor coverings, gradients, floor loading and any other obstacle. The packed safe can be larger and heavier than the published safe-body dimensions.
No. Ratings are based on the stated test, standard or manufacturer guidance. Insurers can apply different limits and anchoring requirements. Confirm acceptance with your insurer before buying or installing the safe.
Follow every manufacturer instruction relating to separation from concrete, membranes, waterproofing, drainage, corrosion protection, sealants, ventilation, curing and environmental moisture. Ordinary cement or concrete should not be assumed to be waterproof. Use a competent installer and check the site conditions carefully.
We use personal information to process orders, deliver goods, prevent fraud, provide support and meet legal obligations. We may share necessary details with payment providers, carriers, suppliers and service partners. Read our Privacy Policy and Cookie Policy for the current details.
Email info@lockshopdirect.co.uk, telephone 0330 174 0851, or write to Fort House, 173 West Road, Newcastle upon Tyne, NE15 6PQ. Include your order number, contact details, relevant evidence and the outcome you are seeking so we can investigate fairly.
Call 0330 174 0851, email info@lockshopdirect.co.uk, or write to Fort House, 173 West Road, Newcastle upon Tyne, NE15 6PQ. For a return or product fault, use returns@lockshopdirect.co.uk.
Read our Terms and Conditions of Sale and Website Use. The terms contain the full provisions for Consumers and Business Customers, including orders, delivery, cancellation, faults, specialist products, liability and complaints.