Delivery Policy

 

 

Deliveries will generally be made between 8am and 6pm Monday to Friday (excluding bank holidays). Deliveries will be made within the specified timeframe dependant upon the products you have ordered from receipt of your paid order subject to availability. Your order may be despatched from multiple locations and therefore arrive as separate deliveries.
 

Delivery will be made to the address of the registered debit/credit card holder used to place the order and must be a UK address only.

 

Delivery Costs are calculated according to the volumetric weight of each item and are automatically calculated once you reach the checkout.  The minimum delivery cost is £9.50 upto a maximum delivery cost of £82.50: most of our products are large and require specialist delivery services usually carried out by our own delivery vehicles. Occasionally we will arrabge delivery direct from the manufacturer and will make the appropriate arrangements for this to happen seamlessy.

 

We will make contact with you to arrange a delivery time upon receipt of your order either by telephone or email and we will endeavour to deliver at the agreed time. However, we cannot guarantee delivery dates and times as these may be affected by circumstances outside our control.  We will  contact you when we are forewarned of delays.

 

For this reason we are unable to accept responsibility for lost working time and recommend goods are ordered well in advance of any project start dates.

 

If we are unable to gain access to the agreed delivery address we will return the goods to our warehouse and make contact with you to re-arrange delivery.  Unfortunately in these circumstances we may have to charge you a further delivery fee.

 

All goods must be checked for signs of damage in transit and recorded on the delivery note which must be signed  to confirm receipt.  If you are unavailable at this time we recommend a responsible adult is available to sign on your behalf.

 

Returns Policy

 

Lucey of London's  returns policy allows you to return goods for a refund so you can shop with peace of mind. In order to arrange a return, simply contact us within 14 days of receiving your goods and we can confirm the next steps for you. We are available Monday to Friday 9am to 5pm on 0845 5192 822 or via email at cs@luceylondon.co.uk

If you are not delighted with the products that you have chosen or if you need to return them for any reason, you can do so within 30 days of receipt. We will be more than happy to offer you an exchange or a refund provided that the products are returned complete, in perfect condition, unused and in the original packaging. 

 

This 30 day guarantee doesn't apply to non-standard and bespoke products - see more on this below.

 

Additionally The United Kingdom's Distance Selling Regulations 2000 provide you with a right to cancel your order or products at any time up to the end of the seventh working day following the day after which you received the products. You do not need to give us any reason for cancellation under this legislation and you also have the right to receive a refund in full, including any associated delivery charges if you return within these timescales. The right to cancel can be exercised in writing or in another durable medium.

 

How Do I Return Goods?

 

Under our 30 day guarantee please contact us within 14 days of receiving the goods by email to cs@luceylondon.co.uk or call us on 0845 5192 822 to inform us of your intention to return. 

 

You will then be given a Returns Authorisation Number to write on the delivery note. Make sure you include this within the returns parcel for speedy processing on return to our warehouse so that your refund can be applied as soon as possible to your original method of payment.

 

Lucey Of London will credit the price paid for the goods in full within 7 working days of receiving them back into stock.

 

Please then return the goods in perfect condition, unused and with the original packaging intact. It is important for your own security that you obtain proof of posting as, under our 30 day extended returns policy we cannot accept responsibility for goods that are lost or damaged in transit back to the warehouse. You are responsible for the cost of this return postage.

 

The address for returns is:

 

Lucey Of London Returns

6 Gilpin Street

Peterborough

PE1 3BS

 

Our returns policy does not affect your legal and statutory consumer rights.

 

Can't You Collect The Goods From Me?

 

Yes we can make things easy for you and organise a collection. The cost of this will be charged to your account and will be deducted from any refund due. If you wish this option, let us know and we will contact you to arrange everything for you and confirm your best options and the cost of collection.

 

What About Returning Non-Standard & Bespoke Products?

 

Non-standard or bespoke products (e.g. non standard colours or bespoke pieces) or goods that have been confirmed to you as non-standard or bespoke cannot be covered by our Returns Policy or 30 day money back guarantee unless faulty.  You are able to return these goods for a refund, however in such cases we charge a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred. This is because these pieces are made to order, under your instruction and it is unlikely that we can sell them to another customer at full price, therefore the goods cannot be re-stocked.

 

We want you to be delighted with your orders from Lucey of London Ltd, so here's some advice to consider before you place your order. Check the following:

 

     Compatibility with all your other furnishings
     Fitness for purpose
     Your dimensions are correct and the product will fit where it is intended.
     The delivery address can receive the product - be sure of access, check dimensions, make sure it fits though all doorways and stairwells etc.

 

By placing an order for non-standard or bespoke products with us, you are deemed to have considered all these factors and any others that might affect the order, and accept that your are entirely satisfied that it is the correct product for you. You will not be able to change the order once the item has been entered into production.

 

When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts listed to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturers instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.


If the product is found to be damaged or faulty then our standard returns policy in relation to damaged or faulty goods will apply.

 

What Happens If My Goods Arrive Damaged Or Faulty?

 

In the rare event that you receive your order in a faulty or damaged condition, [including customised products] please contact us within 48 hours by email at cs@luceylondon.co.uk or call us on 0845 5192 822  and we will make the necessary arrangements to collect the damaged/faulty goods.

 

We will ask you to email a photograph of the damage and complete a short questionnaire as part of our quality assurance checks.  Please note it is critical that you keep all the original packaging and repack the item with care. Our courier will make the collection, and upon inspection at our warehouse, a refund or replacement sent at our expense, will be arranged.