Frequently Asked Questions
You’ll find answers here for the questions we are most commonly asked. If there's anything else we can help you with our team of Leather Experts are on hand. Contact Us
Sizing & Fit
How do I know what size jacket to buy?
All of our jackets give an indication of the type of fit they are in the description. You can also refer to our size recommendation tool for the approximate sizing based on your body measurements.
Orders & Changes
Can I change an order after I've placed it?
To change your order details please contact us as soon as possible. If your order has not already be despatched we will try to cancel the order so that you can reorder the correct size, or colour. Contact us with your order reference number and the details you wish to change or if you wish to cancel.
How do I delay my parcel being sent?
We know sometimes you want to ensure you don’t miss out on your new purchase but timing isn’t quite right we are happy to try and assist where possible. To delay a parcel being despatched please email us your order number and the date you wish the order to be despatched on as soon as you have made the order at [email protected] and we will pass this information on to our despatch team and will confirm with you if this is actioned. Please be aware that this may not be possible in busier times.
Discounts, Vouchers & Promotions
How do I use a voucher code?
When you are ready to purchase your items there are a number of opportunities to apply a Voucher Code to your order. Please note, that in the majority of promotions, only one voucher code can be used per purchase, and with the exception of our yourLAKELAND vouchers, cannot be used on Sale items.
How do I use my welcome discount code?
If you’re a first time customer who has registered for your 10% off full price items welcome discount you will be sent an email to confirm your subscription, once you have received this please click the “yes, I want to subscribe” button, this will then be followed by your individual voucher code that you can add to the voucher codes box on the checkout page. This code will need to be applied to receive the discount.
Do you offer a Blue Light Discount?
Yes, we’re partnered with Blue Light Card and offer discount off full-price items. This discount can’t be used on sale items or alongside other offers. To access the discount, please visit bluelightcard.co.uk to register or log in. Once verified, you’ll be able to access our exclusive Blue Light Card offer and receive your discount code directly through Blue Light Card.
Delivery & Click and Collect
Can I collect my order in store?
Yes. On Checkout when selecting your Shipping Method click the "Click and Collect" option and choose the store from the drop-down list. The store name will appear in your Confirmation Email.
What do I need to take to collect my order?
To collect your order from one of our stores, simply bring along an email you’ve received relating to your order. You can show it on your phone or bring along a print out.
How will my order be packaged?
We send all orders in plain, non-branded outer packaging. We feel this keeps the order secure during transit and is perfect for keeping gifts secret.
How can I track my order or report a missing delivery?
If you would like to know what part of the journey your order is on once it has been despatched you can check this on the courier’s website following the link in the automatic shipping confirmation email. Please note that our couriers deliver 7am-7pm.
Very occasionally parcels end up where they shouldn’t so if your email says you have received your order from us but you cant locate it we would first advise looking at the tracking information on the couriers website, this would have been sent to you on your shipping email, this should have photograph of the location the parcel was left. We would also advise checking with others in your household and neighbours. If this does not help your search then please don’t hesitate to contact us at [email protected]
Returns, Exchanges & Refunds
How can I return/exchange my order?
Please see our Returns and Exchanges policy for full details.
How long does it take to process my returns?
We try to process returns as quickly as possible and normally process them the day we receive the returned items. You will receive an email notification once your refund is complete.
Will I get the postage charges back if I return my order?
If you return your whole order within 28 days (starting the day after you get your goods), we will refund the original standard postage costs for your order.
If you are returning an item to us, we recommend you use our Returns Portal, there is a nominal fee of £2.50 for the Return Label. If you choose your own courier you will have to pay the costs of sending the order back to us. We can't refund any postage and packing charges if you cancel after the 28 days or if you only cancel part of your order.
What should I do if I haven’t received my refund after returning a third-party order?
Once we have received and processed your return from a third party, said third party will automatically be notified and will begin their refund process. For the time frame you will receive this refund please refer to the terms and conditions on the site you made the purchase.
If you have received notification of a return from Lakeland Leather and no refund from the third party after 35 days please contact the third party directly.
I returned an order bought via Debenhams. When will I receive my refund?
Once we receive and process your return, Debenhams are automatically notified and will then complete the refund to your original payment method.
Please note that refunds for Debenhams orders are processed directly by Debenhams, not by Lakeland Leather. As a result, refunds can take a couple of weeks or longer to appear, and may take longer than refunds for orders placed on our website.
If you have received confirmation from us that your return has been processed, but you have not received a refund after a reasonable period, we recommend contacting Debenhams customer service directly, as they are best placed to assist with refund timelines and payment status.
Faulty Items & Repairs
I have received a faulty item what should I do?
Contact us, and let us know the item is faulty. Please have your order number or receipt ready so that we can locate your order swiftly. We’ll respond within 1 working day and let you know the appropriate procedure, if you have photographs of the fault prepared we can launch our investigation straight away.
Do you offer sleeve shortening & repairs?
We offer a sleeve shortening and minor repairs service. Please see our Blog all about sleeve shortening for more info. Regarding a minor repair contact Customer care team with a photograph of the problem and we will advise the next best steps.
Data Protection & Marketing Preferences
How do I unsubscribe from emails or request my personal data to be deleted?
If you wish to be removed from the mailing list you can click unsubscribe at the bottom of one of the emails you received, this will then guide you through the process.
If you wish to have data removed please contact us with relevant information to do so, please be aware that if we delete online purchase data this will impact the guarantee data and make it invalid. Deleting guarantee data will mean you are no longer covered.
Payments & Checkout
What payment methods do you accept online?
We accept the following payment methods online. Available options will be shown at checkout.
Credit & Debit Cards: Visa, Mastercard and American Express.
Digital wallets: Apple Pay and Google Pay.
PayPal
Klarna: Pay later, pay over time, or pay in full today. Options shown at checkout and subject to eligibility.
Clearpay: Spread the cost of your order over instalments, subject to eligibility.