ORDERS & RETURNS
Here you can find information about tracking or cancelling your order, as well as our returns policy. For further information, please check our FAQ and Terms and Conditions pages, or contact customer services.


TRACKING YOUR ORDER
To view the status of your order, simply log-in to your account. The Your Account. page will detail the current status of any current orders and if they have been dispatched yet for delivery. 

Smaller items will be delivered to you via Royal Mail and should arrive within 3 days. Larger items may be delivered by courier. In this case, a tracking number may be available. Your tracking number and the courier’s details will be sent to you in your dispatch email; you can use the number to track your order by visiting the courier’s website.

CANCELLING YOUR ORDER
To cancel your order, you must contact customer services in writing via email or contact us on telephone number  0191 415 1333 as soon as possible. We may not be able cancel an order once it has been dispatched from our warehouse.


RETURNING YOUR PRODUCTS
We’re confident that you’ll love our products but for your peace of mind you will still receive the usual 30-day money back guarantee on your purchase. So if, for whatever reason, you’re not completely satisfied with your purchase, you can always send it back to us.

All you need to do to use your 30-day money back guarantee is to make sure you keep all the product packaging, instructions and other contents. Once your item is returned, a full refund will be processed, usually within 7 working days. If the item is not faulty, the customer must pay the return postage.
The statutory right to cancel will not be affected by the 30-day money back guarantee.


HOW DO I RETURN A PRODUCT?
To return a product, you must contact customer services in writing via email or telephone as soon as possible and tell one of our team that you’d like to return your item(s). They will then log in your return.

Re-pack your item and please post it back to: 

Lake Home & Leisure 
27 Phoenix Road 
Washington
Tyne and Wear
NE38 0AD

DAMAGED OR INCOMPLETE ITEMS
If an item arrives either damaged or incomplete, you are of course entitled to an exchange, or a full or partial refund. To return a damaged/incomplete item free of charge, please contact customer services who will assist you with the return.


IS THERE ANYTHING I CAN’T RETURN?
For legal or hygiene reasons there are a small number of products that can’t be returned. You will not have any right to cancel a purchase for the supply of any of the following goods:

Cosmetic goods if they are unsealed by you.

The statutory right to cancel will not be affected by the additional 30-day money back guarantee.

If you are unsure whether your item can or cannot be returned, please contact customer services for more information.