Delivery & Returns Policy
How much is it going to cost me and when will I get it?
Note: Please read the Delivery Information for each item as some delivery times may vary from the information provided below. The information below does not apply to safes.
a) All prices above, apart from UK Mainland do not apply to the purchase of safes.
b) Cut Off time for Next Day orders is 15:00 and 12:00 for safes.
c) These delivery times are subject to items being in stock. Please see below regarding Out of Stock Items.
* We guarantee that items ordered on the Next Day delivery option will be despatched the same day and booked for Next Day with the couriers. We cannot, however, guarantee that the couriers will not experience unexpected delays.
Delivery is currently to the UK & Republic of Ireland only. These prices are marginally below the price we pay and no profit is made from Postage and Packaging. This service carried out by highly reputable couriers (No Yodel for us!) and all orders are fully trackable. All deliveries will require a signature upon delivery. We do not encourage it but if you would like to specify a 'safe place' please leave it in the comments upon checkout. If you do opt for a 'safe place' delivery please be aware that we will not accept responsibility for items that are lost or stolen. Only items that have a name and signature will be replaced.
If you are ordering a number of different items it is possible that you will receive your items in more than one delivery. If you require an item urgently, please contact us, before placing your order, to check stock and delivery times. Some items are considered Special Order items and may not be available immediately as stocks are limited.
Can I collect an order?
As a large percentage of our products are shipped directly from our suppliers, collections are by prior arrangement only. Orders can be collected from our suppliers at no extra cost. If you would like to collect from the shop, however, this may entail the item being delivered to the shop premises which will incur postage costs and delays. If you wish to collect an item, please contact us first so we can check if the item is in stock in the shop.
Do you deliver overseas?
We do not currently ship overseas. If there is an item on our site that you require, please contact us. We could possibly arrange international delivery on some products.
What happens if the item I ordered is faulty or incorrectly supplied?
Should you need to return an item that is faulty or was incorrectly supplied; we would be happy to offer you an exchange or refund. Providing you inform us of the error within 48 hrs of delivery. Once we receive your notification, a replacement item will be despatched immediately and, in most cases, the incorrect/damaged item will be collected by courier at your convenience. Should you choose to return the item yourself, you will be reimbursed for the cost of the return postage, and will not pay postage for the replacement item to be sent out to you.
You have a statutory right to a “cooling off” period. This period begins once your order is completed and ends 14 days after the goods have been delivered. If you change your mind about the goods within this period, please return them to Online Lock and Safe Centre unopened, in their original packaging and with unbroken security tags, if tags are present, within 28 days of receipt. You are responsible for paying the return postage if Goods are returned for this reason. Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used when purchasing the Goods.
Any items that are deemed customised i.e Locks that have been keyed alike, locks built to spec or additional keys are non-returnable. A lock that is supplied with additional keys can be returned but any additional keys that were ordered (over and above the keys normally supplied with the lock) will not be credited.
If you change your mind about the goods outside of the 14 day “cooling off” period, please return them to Online Lock and Safe Centre unopened, in their original packaging and with unbroken security tags if tags are present, within 28 days of receipt. You are responsible for paying return shipping costs if Goods are returned for this reason. Postage charges are not refundable. If you qualified for free postage because the order was over £100 a cost of £4.95 will be deducted from your refund. If you return part of your order and those returns drop the total value of the order to below £100, a £4.95 will be deducted from your order. An administration fee (25% of total invoice no less than £10) might be levied if Goods are returned for this reason.
How do I return an item?
To return an item please fill out the returns form. One we have sent you a returns number and address, then simply return the item to us within the time period specified above. Returned items should be in their original packaging and a copy of the invoice/delivery note must be included. Items returned without the proof of purchase will not be refunded/replaced. It is strongly advised that you return the items by Recorded Delivery as you are responsible for the items until they are received by us.
On most items we offer a collection service for unwanted items. This is charged at £12 which will be deducted from your refund amount. Please contact us on 0208 993 4000 if you require collection.
Upon receipt of the returned goods we will make every effort to ensure that your refund/replacement is carried out within 10 working days. Replacements times are subject to stock availability.
To keep costs and energy usage down, a large percentage of our stocks are shipped directly from our suppliers. This ensures that your prices stay low and we do our bit to save the planet. Unfortunately, this also means that stock levels are changeable and we cannot guarantee that an item will be in stock at the time of purchase. Should the item you have ordered be Out of Stock, you will be informed the next working day at the latest and given an approximate delivery date. We only take the payment from your account when the item is ready for dispatch so, should you not wish to wait for the delivery, you simply need to email us a request to cancel the order and it will be carried out on the same/next working day. No fuss! Alternatively, you can always email us to check stock levels before purchase. Emails are usually responded to immediately during normal working hours. You can also call us to check stocks on 0208 993 4000.
SHOULD YOU HAVE ANY FURTHER QUERIES PLEASE DO NOT HESITATE TO CONTACT US