FAQ

Frequently Asked Questions (FAQ)

Have a question? Below you'll find answers to our most frequently asked questions. If you can't find what you're looking for, please get in touch with us at info@laurelandlane.com.

Shipping & Delivery

1. What is your shipping policy?

We offer free delivery throughout the United Kingdom on all orders. Every item is carefully packaged and handled to ensure safe and reliable delivery.

2. Do you deliver to collection points or parcel lockers?

At this time, we only deliver to the shipping address provided at checkout. Delivery to collection points, parcel lockers, or PO Boxes is not currently available.

3. What are your delivery times?

Orders placed before 5:00 PM (GMT), Monday to Friday, are prepared for dispatch within 1–3 working days. Once shipped, delivery within the UK typically takes 6–9 working days, depending on your location.

Estimated total delivery time: 7–12 working days.

Please note that delivery times may be longer during bank holidays, peak shopping periods, or due to circumstances outside our control.

4. When will my order be processed?

Our daily order cut-off time is 5:00 PM (GMT). Orders placed after this time will be processed on the next working day.

5. How can I track my order?

Once your order has been dispatched, you will receive a confirmation email containing your tracking number. You can use this tracking number to follow your parcel's journey via our Order Tracking page.

6. Which delivery partners do you use?

We work with trusted delivery partners, including Royal Mail, Evri, and other reputable UK couriers, to ensure reliable and secure delivery.

7. What if my parcel hasn't arrived or is lost?

If your order has not arrived within the expected delivery timeframe, please first check the tracking information provided in your dispatch confirmation email.

If there are no updates, contact us at info@laurelandlane.com. If the courier confirms that your parcel has been lost, we will either send a replacement or issue a full refund, depending on your preference.

8. What if my item arrives damaged or faulty?

We're sorry to hear that. If your item arrives damaged or faulty, please contact us within 48 hours of delivery at info@laurelandlane.com.

Please include:

  • Your order number
  • Photos of the item
  • Photos of the packaging

We will arrange a replacement or refund as quickly as possible.

Returns & Refunds

9. How do I return an item?

If you are not completely satisfied with your purchase, please contact info@laurelandlane.com within 30 days of receiving your order to request a return.

Returned items must:

  • Be unused and in their original condition
  • Include all original tags, labels, and packaging

Once we receive and inspect the returned item, your refund will be processed.

10. How long does it take to process a refund?

Refunds are typically processed within 7 working days after the returned item has been received and inspected.

You will receive an email confirmation once your refund has been issued.

11. Who pays for return postage?

Unless the item is faulty, damaged, or incorrect, return postage costs are the responsibility of the customer.

Please contact info@laurelandlane.com before sending any items back.

Privacy

12. How do you protect my privacy?

We take your privacy seriously. All transactions and personal information are protected using SSL encryption. We do not store your payment card details, and your information is handled securely in accordance with applicable data protection laws.

13. Will my data be shared with third parties?

No. We do not sell, rent, or trade your personal information. Your data is used solely for order fulfilment, customer support, and improving our services.

  • For more information, please refer to our Privacy Policy.

Payments

14. What payment methods do you accept?

We currently accept:

  • Visa
  • Mastercard
  • Maestro
  • Apple Pay
  • Google Pay

15. What currency are payments processed in?

All payments are processed in GBP (£ – British Pounds Sterling).

If you are purchasing from outside the United Kingdom, your bank or card provider may apply currency conversion fees.

16. Are my payments secure?

Yes. All payments are processed through secure payment gateways and protected by SSL (Secure Socket Layer) encryption to keep your information safe.

17. How will I know if my payment was successful?

After your payment has been successfully processed, you will receive an order confirmation email.

If you do not receive this email, please check your spam or junk folder, or contact us at info@laurelandlane.com.

18. What should I do if my payment is declined?

Please verify that:

  • Your card details are correct
  • Your billing address matches your payment method
  • Sufficient funds are available

If the issue persists, please contact your bank or card provider. You may also contact us at info@laurelandlane.com for assistance.

Contact Information

Have a question or need assistance? We'd love to hear from you.

Store Name: Laurel & Lane

Business Name: OmniGlobe

Email Address: info@laurelandlane.com

Phone Number: +44 7454 756 145

Business Address: Verdunplein 17 box C1198, 5627 SZ, Eindhoven, NL

Customer Service Hours

Monday to Friday:
9:00 AM – 6:00 PM (GMT)

Saturday & Sunday:
Closed