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Returns & Delivery FAQs

Find the answers to common questions about returns and delivery. Click on one of the headers below to expand the section.


You can contact us by:

 

  1. Completing the returns form on the My Account page
  2. Email to customerservices@duffells.co.uk
  3. Call the customer services team on 0208 662 4010 (option2)

 


Our parcels are collected by our couriers at multiple times throughout the day and once your order has been placed, it’s very likely that we won’t able to cancel it.
Please let us know as soon as possible and we’ll do our best to cancel the order.

If that isn’t possible:

  1. Please reject the order if the courier attempts to deliver. If that’s not possible, please keep the product in a safe place in its original packaging.
  2. Contact us and we’ll email you a returns form with further instructions.
  3. We can only accept returns where products are in their original, unopened packaging, with any security seals intact. If products are not in a resaleable condition, we will return them to you at your cost.
  4. Print your returns note and enclose it with your products in safe and secure packaging. There are more details on the returns form.
  5. You can choose to bring your parcel to one of our branches, send it back to us (please keep proof of receipt) or arrange for our couriers to collect from you. There is a £10.05 charge for collections.
  6. Once we receive your return, we’ll check it and process your credit note.
  7. We’ll deduct a charge of 20% of the invoice value from your credit note value.
  8. Special order items, items sent direct from the manufacturer, order to order items, large quantities especially ordered and any locksmith services work cannot be accepted for return.

 


You should receive emails and texts from the couriers with a link to their websites.

You can also access them directly here:

DPD: https://www.dpd.co.uk/service/
DHL: https://track.dhlparcel.co.uk/


Sometimes there can be delays with our couriers and we appreciate your patience. We always recommend that you order in advance and don’t book any jobs until your goods have arrived. We also understand that some orders may be urgent, and we’ll do everything that we can to help.

  1. When you place your order, you’ll receive an email from the couriers with tracking information.
  2. Keep an eye on that tracking information as it is updated regularly by the couriers.
  3. You may also find options to change your delivery options once the parcel has been collected to a more suitable date or time.
  4. If your parcel has been delayed, then you’ll receive an update directly from the couriers.
  5. If you haven’t had any updates and your parcel has not arrived by the day after the date that it should have been delivered, please contact us.

 

Our deliveries are conducted by external courier companies and, while they aim to deliver next day, they do not guarantee it. We’ll do everything that we can to get your parcel to you on time, but we can’t guarantee a delivery date or time. We can’t offer compensation for late deliveries.

Sometimes there can be delays with our couriers and we appreciate your patience. We always recommend that you order in advance and don’t book any jobs until your goods have arrived. We also understand that some orders may be urgent, and we’ll do everything that we can to help.


If you have received a dispatch confirmation email and/or your invoice, then we have sent your order to the courier. Sometimes courier information may not update (if the courier is using a temporary driver for example) but your parcel may still be out for delivery.

  1. Keep an eye on your tracking. A parcel may appear on the tracking software once it is scanned during the courier’s delivery process.
  2. If there’s still no information and your order hasn’t arrived by the morning after the date that it should have been delivered, please let us know.
  3. We’ll ask the courier search for your delivery. If they can’t locate it, then we will dispatch a replacement order that day.

 


If you have placed your order for collection from one of our branches, your order will be ready to collect within 30 minutes. Please note that items including additional keys, keyed alike and masterkeyed orders will take longer and will be advised at the time of order.


If you’re not able to get to your chosen LOCKer location within 7 days of your invoice date, your order will be returned to us.

Please contact us as soon as possible so that we can arrange a return. Any returns will be subject to a 20% restocking charge and £4 returns charge.


Call Rico Logistics on 020 3356 7678 who are on hand to help locate your order.


Please contact us as soon as possible, within 5 days. The best way to do this is via email or the website and please send us some photos of the packaging so that we can share them with the courier.
If any of the products inside the packaging are damaged, we will send you replacements for the damaged items and arrange to collect the originals.
We will send you a courier claim form that we ask that you complete to allow us to take the matter up with the courier concerned.

We’ll also ask you to send us 3 photos of the damaged delivery:

Picture 1: Photographic evidence of the parcel label attached to the external packaging with the consignment number clearly displayed.

Picture 2: Photographic evidence of the packaging of the item(s), showing internal packaging e.g. outside damage to the box with internal bubble wrap.

If your item is delivered in a tube, please pull the damage item halfway out of the tube so the internal bubble wrap and condition of the tube can be shown in the picture.

Picture 3: Photographic evidence of the item(s) showing damage to the product.

Our couriers will not accept claims after 5 days so we are unable to replace or refund items which are notified to us after this time frame.

 


Please contact us as soon as possible. The best way to do this is via email or the website and please send us some photos of the packaging so that we can share them with the courier.

We’ll also ask you to send us 3 photos of the damaged delivery:

Picture 1: Photographic evidence of the parcel label attached to the external packaging with the consignment number clearly displayed.

Picture 2: Photographic evidence of the packaging of the item(s), showing internal packaging e.g. outside damage to the box with internal bubble wrap.

If your item is delivered in a tube, please pull the damage item halfway out of the tube so the internal bubble wrap and condition of the tube can be shown in the picture.

Picture 3: Photographic evidence of the item(s) showing damage to the product.

We will send you replacements for the damaged items and arrange to collect the originals. We will send you a courier claim form that we ask that you complete to allow us to take the matter up with the courier concerned.


Please contact us as soon as possible. We’ll try to prevent the courier from delivering and recover the delivery to us.

If delivery does take place, then we will try to recover the order on your behalf and arrange for replacements to be sent to the correct address. Please note that we can’t be responsible for an error in the address when placing the order, but we can still help try to collect subject to a £10.05 collection charge and a 20% restocking fee.


Just let us know when you contact us, and we can arrange a collection from any UK address. Please ensure that the person responsible for the goods at the collection location has packaged the products securely and that they are aware that the collection is taking place to avoid any delays.


When you contact us please let us know about any special requests. We can specify these when we arrange for the collection to take place. Please note that if any parcels are left outside then they are left at your own risk and we can’t be responsible for any theft or damage.


All Duffells products come with a 28-day warranty from the date of your invoice.

If you purchased your product less than 28 days from the date of your invoice:

  1. Please contact us
  2. We will arrange for your faulty products to be collected or you can return them to us.
  3. We will send you a replacement or arrange for a credit note to be prepared
  4. Please note that manufacturers may require that certain products are checked by them to ensure that the fault has not been caused by misuse. We will notify you if this is the case and provide a copy of any supplier report that they provide us.
  5. Certain suppliers (including but not limited to Unican, Codelock and Borg) will only repair and not replace their products. Please enquire at the time of ordering for more details.
  6. Masterkey and other locksmith services will need to be inspected.

 

If you purchased your product more than 28 days from the date of your invoice:

  1. Where your product is older than 28 days, we will put you in contact with the manufacturer to rectify your fault. Some manufacturers offer guarantee periods and you should be sure to register any extended warranty on purchasing the product (if applicable).
  2. Contact us and we will supply the manufacturer’s contact details.
  3. Where Duffells is the exclusive distributor of the product we may be authorised by the manufacturer to provide a replacement or repair service.

 


If your product has already been fitted please contact us and we may be able to put you in contact with the manufacturer’s technical team to offer advice on how to rectify the fault. If that is not possible and the product has been purchased less than 28 days ago then we will arrange for a replacement product to be sent and collection of the faulty item (subject to specific manufacturer restrictions).


Generally, our suppliers will not be able to replace products if they have been adapted. Please contact us and we will be able to put you in contact with the supplier to see if they can offer technical advice to help resolve the issue or offer a repair.


We can accept returns for any items within 28 days of the invoice date subject to the exclusions set out on this page. To arrange a return:

  1. Please contact us
  2. Once you have submitted your request, we’ll send you a returns form with further instructions.
  3. We can only accept returns where products are in their original, unopened packaging, with any security seals intact. If products are not in a resaleable condition, we will return them to you at your cost.
  4. Print your returns note and enclose it with your products in safe and secure packaging. There are more details on the returns form.
  5. You can choose to bring your parcel to one of our branches, send it back to us (please keep proof of receipt) or arrange for our couriers to collect from you. There is a £10.05 charge for collections.
  6. Once we receive your return, we’ll check it and process your credit note.
  7. We’ll deduct a charge of 20% of the invoice value from your credit note value.
  8. Special order items, items sent direct from the manufacturer and any locksmith services work cannot be accepted for return.

 


Please ensure that you have enclosed our returns form with your return to avoid any delays. When the courier arrives to collect your return, they will apply a label to the box and scan it into their system. We can track that parcel on its journey back to our returns team. If you have chosen to send the products back to us, please keep your proof of posting and any tracking details.


When arranging a collection please be sure to provide us with as much information as possible to help the couriers pick up your order. Our couriers attempt to collect twice before cancelling the request. If the courier has attempted to collect twice but was not able to do so, then we can arrange further collections at a charge of £10.05 per collection.


Please contact us as soon as possible. We’ll speak to the courier to ascertain why the collection has not happened. We’ll rearrange the collection as soon as possible. Please note that we can’t be responsible for incorrect details when the collection was arranged, and further collections will be charged at £10.05.


If you have received the incorrect products in your order, then we’ll do everything that we can to put it right. We can only accept returns for incorrect items if they are notified to us within 7 days of your invoice date. To arrange a return:

 

    1. Contact us
    2. We’ll ask you if you need replacement products and arrange for them to be sent to you as soon as possible.
    3. We will raise an invoice for the replacement products:

 

a. If you have a credit account, then the invoice will appear on your statement and the original invoice will be cleared by the credit note.

b. If you pay for your orders by cash or card, then you won’t need to pay for the replacement order. The replacement invoice will appear on your statement until the credit note clears your original invoice.

 

If you don’t return the original items back to us, then the replacement invoice will become payable.

  1. We will then send you a returns form with further instructions to return the incorrect products to us.
  2. We can only accept returns where products are in their original, unopened packaging, with any security seals intact.
  3. Print your returns note and enclose it with your products in safe and secure packaging. There are more details on the returns form.
  4. We can arrange a collection at a time that is convenient for you or you can choose to bring your parcel to one of our branches or send it back to us (please keep proof of receipt).
  5. Once we receive your return, we’ll check it and process your credit note.

 

If you notify us after 7 days from the date of your invoice, we won’t be able to arrange a return.


If you have received the incorrect quantity of products in your order, then please contact us within 7 days of the date of your invoice. We’ll help resolve the issue as quickly as we can, but we can’t accept claims after 7 days.

Follow these steps:

  1. Please contact us.
  2. We’ll investigate to ensure that all parcels have been delivered by the couriers and with our warehouse teams. We have strict processes in place to ensure that these mistakes don’t happen.
  3. On completion of that investigation, we’ll send you the missing items by courier.

 


If you are missing parts of products, then please contact us as soon as possible. We may be able to send spare parts or arrange for them to be sent from the manufacturer.


If you have received an order that you didn’t order, please contact us as soon as possible. We’ll find out why you were sent the order incorrectly and arrange for it to be picked up.


If you have received a duplicate order or you have received a replacement order and the original order has arrived, please contact us as soon as possible. We will arrange for a collection as soon as possible. Please note that we can’t be responsible for orders that have been sent to us more than once and a £10.05 collection charge and 20% restocking fee may apply.


If we have made a mistake, then we’ll do everything that we can to put things right. That may include sending a replacement order and collecting the original order. To do that, we will need to create an invoice on your account.

If you have a credit facility with us and your statement is produced before your credit has been raised, then this replacement invoice will appear on your statement. You should only pay for the replacement invoice as the other will be cleared by the credit note, once processed. We will only ask you to pay the original invoice if you do not return the goods to us within a reasonable time.

If you do not have a credit facility and you pay for your orders by credit or debit card, you may see an invoice on your account called “Cash replacement”. We will not ask you to pay for this order at the time of processing and, if you see it on your statement, you should not be alarmed. We will only ask you to pay this invoice if you do not return the original order to us within a reasonable time. Otherwise, this invoice does not need to be paid.


If the prices on your invoice don’t match a quote or your pricelist then please contact us as soon as possible. We’ll investigate and raise a credit note if necessary.


Our delivery charges are set out in the delivery charges section of the website. We also offer a free add on service that means that you never pay for delivery twice in the same day.

Once you place an order for next day delivery, any subsequent orders that are dispatched on the same day, to the same address and using the same delivery method will not have a delivery charge.

Please note that premium deliveries are excluded from the add on service and each order will attract a delivery charge.

Where multiple orders have been placed during the day, the initial delivery charge (if the order did not already qualify for free delivery) will not be refunded if the total of all orders exceeds our free delivery threshold.


We aim to process returns within 7-10 working days. Once your credit note has been processed, you will be emailed a copy and your refund will be applied to your account. Please contact our accounts team with your card details to refund the credit amount.


All of our locksmith orders are made specifically to each customer’s requirements. Once the work has been carried out to the products, the keys have been cut, pins have been changed and other work has been carried out, we cannot undo the work.

That means we cannot accept any returns on any products to which locksmith work has been carried out. These products are outside of our normal returns policy and manufacturer guarantee.

We do also understand that sometimes things can go wrong and that we can make mistakes. If that happens then we’ll do everything that we can to make things right but we first need to assess the products. Therefore, if you have a keyed alike, masterkey system or cut keys that do not operate as you expect, please contact us as soon as possible.
We can then:

 

  • Arrange to collect the product (or, if you’d prefer, you can send them back to us)
  • Once received, conduct an assessment of the products by our locksmiths
  • If the fault was caused by the manufacturing process then we will repair the product and return it to you.
  • If the fault was caused by usage then we’ll contact you to discuss if we can repair the product. There may be a cost for doing so.

 

If you urgently need replacement products, before we have assessed the faulty ones, then we can prepare a replacement order. We’ll do this as quickly as we can (we’ll advise a delivery at the time). We will still arrange to collect the faulty products and our locksmith team will assess them. If the reason for the fault is a result of use, rather than manufacture, then we will not be able to issue a credit. The product will be returned to you at your expense. For this reason, we will ask that any customers who do not have a credit facility pay for such a replacement order before it is dispatched.


Once an order for these items has been placed it cannot be amended and we cannot accept any returns.


Masterkey, keyed alike, additional keys or any other products where we have carried out work, special orders and items sent directly from manufacturers cannot be returned unless they are faulty. Any fault items will need to be inspected by our locksmith team or the manufacturer.

Certain products such as access control products may only be repaired by the manufacturer and not replaced. Please enquire at the time of ordering if you need further information in this regard.

Other products, including Uncian, Codelock and Borg cannot be returned for any reason if the security seal on the box has been broken. Please check that these products are correct before opening any packaging.


If you wish to discuss anything in our returns and delivery FAQ page,
please contact us on 020 8662 4010 or email us at enquiries@duffells.co.uk.