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Free Delivery on orders over £60 * Order until 5PM next day delivery Measurement guides available Customer reviews
Free Delivery on orders over £60 * Measurement guides available Order until 5PM next day delivery on selected products
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 to check first and the information to send us if tracking is missing or an expected delivery date has passed.
Check an order →
Delivery services, charges, lead times, remote areas, heavy products, customised orders and delayed parcels.
View delivery information →
Help with change-of-mind returns, faulty products, damaged deliveries and items made to your specification.
View returns information →
Step-by-step help for cylinders, locks, handles, multipoint hardware, cam locks, padlocks and more.
Open measurement guides →
See which photographs, markings and measurements to send when you need help finding a replacement product.
Product identification help →
Replacement keys, cut-to-code services, restricted systems, security cards and proof-of-authority requirements.
View key cutting services →
Plan individual, communal, sub-master and master access for a property, building or multi-site estate.
Explore master key systems →
Quick answers about orders, delivery, returns, product selection, keys and other common enquiries.
Read our FAQs →
Information about payment options and how to contact us about proforma, trade or telephone-order requirements.
View payment information →
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.
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.
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.
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.
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.
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.
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 →
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 →
Check service availability, delivery areas, charges, cut-off times and special arrangements for heavy or customised goods.
Delivery information →
Find the correct route for unwanted goods, damaged parcels, shortages, incorrect products and possible faults.
Returns information →
Read the terms that apply to online orders, consumer and business customers, personalised goods, delivery and liability.
Terms and conditions →
Contact our team for help with an order, product selection, measurements, key cutting or a quotation. Include your order or web reference whenever your enquiry relates to an existing order.
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