DELIVERY
We want our delivery service to be fast, flexible and hassle-free for you.
So please let us know if you have any feedback on our delivery service by filling in our Customer Service Satisfaction Form.
ORDERS
When you place an order you will receive a confirmation email with your order number and once your purchase has been dispatched from the warehouse, another email will be sent with a dispatch and tracking number.
There is also the option to have a text message sent to your mobile to alert you that the item has been dispatched.
SALE ITEMS
Please note if you purchased your item within SALE you only have 7 days to return this item in order to receive a full refund.
INCORRECT ITEM
If you receive an incorrect item in your order, please tell us within 24 hours of receiving the product by contacting our Customer Care Team.
FAULTY ITEMS
Please inform us within 24 hours of receiving the product by contacting the Customer Care Team and we will resolve any issue with a faulty item. Please include as many details as possible about the order and the problem with the goods and we will get an alternative to you as fast as we can.
ITEM MISSING FROM ORDER
If the delivery note says an item should be in your parcel but it isn't, please contact the Customer Care Team within 24 hours of receiving the product.
We will need the order number, product code or product name of the missing item to start the investigation.
Occasionally, we send items separately, so check your delivery note and dispatch emails in case your missing item had been dispatched separately.
UK NEXT DAY DELIVERY (24 Hours)
If you order by 3pm, Monday to Friday, you will receive your goods the next day.
If you order anytime after 3pm Friday, you will receive your goods on Tuesday.
We do not deliver on a Bank Holiday so please be aware of any impending ones when you order. Any orders placed on a Bank Holiday will be delivered 2 working days later.
The cost of Next Day Delivery is £4.95.
This service is free with orders over £100
Our carrier will deliver your parcel between 7am and 7pm. A signature will be required on receipt.
If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up.
SATURDAY DELIVERY
If you place an order by 3pm Friday, there is an option to have it delivered on Saturday.
The cost of Saturday delivery is £13.00.
Our carrier will deliver your parcel between 7am and 7pm. A signature will be required on receipt.
If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up.
INTERNATIONAL DELIVERY
International shipping is charged on a flat rate basis, regardless of the weight of your parcel.
Standard and Express delivery services are available for most of the countries that we ship to.
Shipping will be automatically calculated at the checkout page when both the delivery destination and service option is selected.
The summary of delivery timescales and cost are as follows:
| Area | Standard Delivery Times (working days) | Standards Costs |
|---|---|---|
| Americas | 2-5 Days | From £7 |
| Europe | 2-5 Days | From £7 |
| Rest of the World | 2-5 Days | From £9 |
When you place an order, we suggest you have it delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, and may require a signature on receipt.
Your order will be dispatched via the most suitable carrier, depending on size and weight.
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.
If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.
CUSTOMS AND IMPORT CHARGE
Unfortunately, we have no control over these charges. Customs and import policies vary from country to country.
It might be a good idea to contact your local customs office before you make an order.
DELIVERY TO WORK ADDRESS
We deliver to any address, as long as you are confident that someone will be there to take receipt of the goods. The courier will deliver to the place not the person.
The only address we do not deliver to is PO Box address for security reasons.
RETURNS AND REFUNDS
UK AND INTERNATIONAL RETURNS
We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 14 days of receipt. Refunds will be credited to your original method of payment. All items must be returned in saleable condition with all of the barcode tags intact.
In the interests of hygiene we do not offer refunds on intimates including jewellery, underwear and swimwear.
Please note that items bought online can only be returned to our website. The Laden Store is unable to return these items.
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase. In this case we will return a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.
RETURNS BY MAIL
To return by Mail, please fill out the Returns Label which arrived with your package. This form will have an option for your order number and various questions about why you are returning the item. If you have mis-placed your returns label contact our Customer Care Team.
Please note customers are required to return any unwanted orders by mail, at their own cost.
Please allow 28 days from the day the parcel is posted for your refund to be processed.
Please remember to ask the Post Office for your proof of posting and retain it for your reference. The Post Office will stamp this and supply a tracking reference number starting with the letters PA to prove the item(s) have been returned. Without this we cannot refund any money if we do not receive the returned items.
The refund will be processed once your goods are received into our warehouse. Your return will be processed within 5 working days of your laden.co.uk products being collected. Each item returned is refunded separately, and will be shown on your statement as a refund/credit from laden.co.uk. You will be refunded on the card that the goods were purchased with. If your card expires before we process your refund please contact our Customer Care Team with your order number and postcode.
PAY FOR COLLECTION
If you like you can book a collection to return your laden.co.uk products at a cost of £10
We will then collect your products any time from 7am-7pm Monday to Friday. All you need to do is choose a day and the address you want us to pick up from.
If you order a return collection and then change your mind we will give you a refund, as long as you give us at least 1 days notice (excluding weekends and holidays).
We will need an address that our courier can access, and someone will need to be available to hand over the goods, otherwise we will not be able pick anything up and you will still be charged for the service.
Your return will be processed within 5 working days of your laden.co.uk products being collected.
Book Collection
Cancel Collection
RETURNING GOODS BOUGHT AS SPECIAL OFFERS
If you return a single item bought as part of a multi-buy discount offer (for example get the lowest price free) you will be refunded the full price of that item less the total discount given in that offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.
REFUNDS (All Countries)
If we have made a mistake with an item sent to you or if it is faulty, damaged, of unsatisfactory quality or unfit for purpose, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning. Details of the return procedure will also be sent to you with your order.
STATUTORY RIGHTS
Your UK statutory rights are not affected by our returns policy.
The Laden Showroom
Registered Address:
Unit 13 Cranford Way
Hornsey
London N8 9DG
COMPANY NO: 4381124
VAT No: 906 08 53 33
