Lock Shop Direct help and advice
Lock Shop Direct Help Centre
Find help with your order, delivery, returns, product measurements, key cutting and technical enquiries. Choose a section below, or contact our team if you cannot find what you need.
Looking for an order update? Please check your order confirmation and dispatch email first, including your junk or spam folder. Where tracking is available, the carrier link will usually be included after the order has been dispatched.
What can we help with?
Order support
Track or check an order
What to check first and the information to send us if tracking is missing or an expected delivery date has passed.
Check an order →
Delivery
Delivery information
Delivery services, charges, lead times, remote areas, heavy products, customised orders and delayed parcels.
View delivery information →
After-sales
Returns and refunds
Help with change-of-mind returns, faulty products, damaged deliveries and items made to your specification.
View returns information →
Measure before ordering
Measurement guides
Step-by-step help for cylinders, locks, handles, multipoint hardware, cam locks, padlocks and more.
Open measurement guides →
Technical advice
Identify a product
See which photographs, markings and measurements to send when you need help finding a replacement product.
Product identification help →
Keys
Key cutting and restricted keys
Replacement keys, cut-to-code services, restricted systems, security cards and proof-of-authority requirements.
View key cutting services →
Access control
Master key systems
Plan individual, communal, sub-master and master access for a property, building or multi-site estate.
Explore master key systems →
Common questions
Frequently asked questions
Quick answers about orders, delivery, returns, product selection, keys and other common enquiries.
Read our FAQs →
Checkout and accounts
Payment methods
Information about payment options and how to contact us about proforma, trade or telephone-order requirements.
View payment information →
Track or check an order
Orders may be dispatched directly from Lock Shop Direct, a manufacturer or a fulfilment partner, and an order containing several products may arrive in more than one parcel.
Check your emails
Look for your order confirmation and dispatch email. Please also check your junk or spam folder. If a tracked delivery service is used, the dispatch message may contain the carrier name and tracking link.
Check the expected timescale
Some products require key cutting, keyed-alike preparation, manufacturer assembly or specialist delivery. The product page, order confirmation or a later update may therefore show a longer lead time than an ordinary stock item.
Contact us when you need help
If no tracking information was supplied, the expected delivery date has passed or the carrier status has not moved, email us with your Lock Shop Direct order or web reference, the name used to place the order and the delivery postcode.
Please protect your payment information. Do not send full card numbers, card security codes, online-banking passwords or other payment credentials by email or through a general contact form.
Help identifying a replacement product
Locks and hardware that look similar can have different dimensions, fixing positions and operating functions. Clear photographs and accurate measurements give us the best chance of identifying a suitable replacement.
- A clear photograph of the complete product in position
- Photographs of the front, back, edge and fixings where relevant
- Any manufacturer name, logo, code or other marking
- All important measurements in millimetres
- The door, window, cabinet, gate or panel material
- Your previous order number, if the item came from us
Start with the measurement guides. They explain which dimensions normally matter for cylinders, mortice locks, multipoint locks, handles, window hardware, cam locks and other products.
Our team can help narrow down suitable products, but measurements, handing, compatibility, fire or escape requirements and the final product specification should always be checked before ordering or installation.
Keys and planned access systems
Replacement and additional keys
Key cutting and restricted keys
For a replacement key, provide the manufacturer, key number or code and a clear photograph where possible. Restricted or registered key systems may also require a security card, letter of authority or other evidence that you are authorised to order the key.
Browse key cutting services →
Designed systems
Master key and keyed-alike systems
Tell us how many doors or locks are involved, who needs access to which areas and whether future expansion is likely. We can help turn this into a clear keying plan before manufacture.
Plan a master key system →
Order information and customer policies
Before delivery
Delivery services and lead times
Check service availability, delivery areas, charges, cut-off times and special arrangements for heavy or customised goods.
Delivery information →
After delivery
Returns, damage and faults
Find the correct route for unwanted goods, damaged parcels, shortages, incorrect products and possible faults.
Returns information →
Your order contract
Terms and conditions
Read the terms that apply to online orders, consumer and business customers, personalised goods, delivery and liability.
Terms and conditions →