Terms and Conditions

Felldale Retail Limited, t/a Lakeland Leather is a company registered in England and Wales.

VAT No. GB 188355270
Registered No. 9054091


1. THESE TERMS

1.1 What these terms cover. These are the terms and conditions on which we supply products to you.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or they require any changes, please contact us to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are Felldale Retail Limited (trading as Lakeland Leather) a company registered in England and Wales. Our company registration number is 09054091 and our registered office is at Rothay Road Industrial Estate, Ambleside, Cumbria, LA22 0HQ. Our registered VAT number is GB 188355270.

2.2 How to contact us. You can contact us by telephoning our customer service team at 015394 39020 or by writing to us at directsales@lakelandleather.co.uk or Lakeland Head Office, Rothay Road, Ambleside, UK, Cumbria, LA22 0HQ

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. OUR CONTRACT WITH YOU

3.1 How we will accept your order. Our website will guide you through the steps you need to take to place an order with us. Our order process and checkout pages allow you to check and amend any errors before submitting your order to us. Please ensure that you have checked your order at each page of the order process. Once you have placed an order with us, we may not be able to amend it. After placing an order, you will receive an email from us (sent to the email address that you have provided when placing your order) acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms that the product has been dispatched (the “Dispatch Confirmation”). The contract between us (the “Contract”) will only be formed when we send you the Dispatch Confirmation. The Contract will relate only to those products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate Dispatch Confirmation. By placing an order you confirm that you are over 16 years old.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and refund you accordingly. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, if we reasonably believe that you intend to resell the products (whether on eBay or otherwise), because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

3.3 If we reasonably believe you are intending to resell the goods. We reserve the right to refuse your order on the basis that you are intending to resell the goods (whether on e-Bay or otherwise) within 28 days of receiving your order. In the event we do accept your order we will be entitled to treat you as a commercial customer and:

  • 3.3.1 the rights afforded in clause 8 (Your rights to end the contract) will not apply;
  • 3.3.2 the terms of our returns policy will be withdrawn;
  • 3.3.3 we will only accept returned goods within 14 days of dispatch if they were defective at the time of receipt;
  • 3.3.4 we will charge a reasonable handling fee, which shall exclude packaging and/or delivery costs for which you shall be liable and which will be confirmed prior to your order being accepted; and
  • 3.3.5 make such other amendments to these terms and conditions as we deem necessary.

3.4 Your order number. We will assign an order number to your order and tell you what it is when receive your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.5 Error in pricing. If we discover an error in the price of goods you have ordered (whether this be our error or an error by any third party), we will inform you as soon as possible and give you the option of re-confirming the order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you have already paid for the goods and the order is subsequently cancelled, you will receive a full refund.

3.6 Product price or specification unavailability. We will where possible notify you of any changes and where the goods ordered are not available we may offer you substitute goods whereby you will be asked to re-confirm your order at the new price and/or specification. You are not obliged to accept any substitute goods and will be entitled to receive a full refund if you confirm that the substitute goods are not acceptable.

3.7 Telephone Orders are bound by the same Terms and Conditions. After placing a Telephone Order you will receive an email acknowledging that we have received your order. You need to check this email to ensure that the items you have ordered are correct. If there are any problems please contact us immediately. We cannot accept responsibility for the delivery of “incorrect” items if they are the items listed on your Order Acknowledgement email.

4. OUR PRODUCTS

4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

4.3 Supplying the products. In the event that we are unable to supply the goods at the price or specification stated in the order, we will where possible notify you of any changes and where the goods ordered are not available we may offer you substitute goods whereby you will be asked to re-confirm your order at the new price and/or specification. You are not obliged to accept any substitute goods and will be entitled to receive a full refund if you confirm that the substitute goods are not acceptable.

5. YOUR RIGHTS TO MAKE CHANGES

5.1 If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 - Your rights to end the contract).

6. OUR RIGHTS TO MAKE CHANGES

6.1 Minor changes to the products. We may change the product to reflect changes in any relevant laws and regulatory requirements.

7. PROVIDING THE PRODUCTS

7.1 Delivery costs. Please see our delivery policy at https://www.lakelandleather.co.uk/customer-care/delivery-information for our delivery charges.

7.2 When we will provide the products. We will contact you with an estimated delivery date which will usually be within 5 days, but no more than 14 days after the day on which we receive your order. However, please contact us if you have not received delivery of your order within 21 days of it being placed.

7.3 Click and Collect. If you have asked to collect the products from our stores, we will send you a confirmation email once your order is ready to pick up, usually within 5 days, but no more than 14 days after placing your order.

7.4 Customs charges. You will be liable for all customs requirements and duties arising for delivery of goods outside the UK. We accept no responsibility for these requirements and duties. Any such charges must be borne by you and you are responsible for complying with all laws and regulations of the country in which you are importing the goods. We shall not be liable for delayed delivery times due to packages being inspected by customs. If any cost is incurred by us due to your failure to comply with this clause, clause 10.2 below will apply.

7.5 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.6 If you are not at home when the product is delivered. All our orders require a signature. If no one is available at your address to take delivery our courier will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. If you have specified a “designated safe place” at the time of placing your order, this may be used at the discretion of the courier company.

7.7 If you do not re-arrange delivery. If you do not collect the products from our courier as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.

7.8 Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if we have refused to deliver the goods.

7.9 Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 7.8, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

7.10 Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 7.8, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them in person to where you bought them or post them back to us. We will refund the costs of postage. Please call customer services on 015394 39020 or email us at directsales@lakelandleather.co.uk for a return label.

7.11 When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us, or you or a carrier organised by you, collect it from us. This includes the courier leaving the goods at the “designated safe place” you may have specified at the time of placing your order. If we have not received notification that the goods have not been received within 21 days of placing your order we will be of the understanding that the items have been received, and are therefore your responsibility.

7.12 When you own goods. You own a product which is goods once you have paid in full and received delivery of the item you ordered.

7.13 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your name, delivery address, email and contact telephone number. We will request this information from you when placing your order. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

7.14 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

  • 7.14.1 deal with technical problems or make minor technical changes;
  • 7.14.2 update the product to reflect changes in relevant laws and regulatory requirements;
  • 7.14.3 make changes to the product as requested by you or notified by us to you (see clause 6).

7.15 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

8. YOUR RIGHTS TO END THE CONTRACT

8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

  • 8.1.1 if what you have bought is faulty or mis-described you may have a legal right to end the contract (or to get the product repaired or to get some or all of your money back), see clause 11;
  • 8.1.2 if you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
  • 8.1.3 if you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
  • 8.1.4 in all other cases (if we are not at fault and there is no right to change your mind), see clause 8.5.

8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.4 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

  • 8.2.1 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
  • 8.2.2 there is a risk that supply of the products may be significantly delayed because of events outside our control;
  • 8.2.3 we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 28 days; or
  • 8.2.4 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 7.8).

8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4 How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods, unless:

  • 8.4.1 your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

8.5 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you reasonable compensation for the net costs we will incur as a result of your ending the contract).

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

  • 9.1.1 Phone or email. Call customer services on 015394 39020 or email us at directsales@lakelandleather.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  • 9.1.2 Contact us via our online form
  • 9.1.3 By post. Write to us at our Head Office, including details of what you bought, when you ordered or received it and your name and address.

9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them or post them back to us at Lakeland Leather, Website Returns, Rothay Road, Ambleside, Cumbria, LA22 0HQ. Please call customer services on 015394 39020 or email us at directsales@lakeland.co.uk for a return label. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. For more details of returns, including information on exchanges, please see our policy at the following link https://www.lakelandleather.co.uk/customer-care/returns-policy.

9.3 When we will pay the costs of return. We will pay the costs of return:

  • 9.3.1 if the products are faulty or misdescribed; or
  • 9.3.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

9.4 How we will refund you. We will refund you the price you paid for the products including standard rate delivery costs (if any were paid), by the method you used for payment. If the refund amount is more than the amount you originally paid, for example when we are refunding reasonable return postage costs for faulty goods, we will contact you to determine the appropriate method of refund. However, we may make deductions from the price, as described below.

9.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

9.6 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

  • 9.6.1 If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
  • 9.6.2 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

10. OUR RIGHTS TO END THE CONTRACT

10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

  • 10.1.1 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
  • 10.1.2 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

10.2 We may seek compensation if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11. IF THERE IS A PROBLEM WITH THE PRODUCT

11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 015394 39020 or write to us at directsales@lakelandleather.co.uk

11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

11.3 Your obligation to return rejected products. In the unlikely event that there is a problem with the goods, please let us know as soon as possible after delivery. We will collect the goods on a date agreed between us or ask that you post them back to us, for which we will pay the costs of postage or collection. Please call customer services on 015394 39020 or email us at directsales@lakelandleather.co.uk for a return label or to arrange collection.

11.4 Our right to review rejected products. Once we have received the goods, we will check them for faults or other problems, and once we have confirmed there is a fault, we will ask you whether you would like us to:

  • 11.4.1 provide you with a full or partial refund
  • 11.4.2 replace the goods; or
  • 11.4.3 repair the goods.

12. PRICE AND PAYMENT

12.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.

12.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3 What happens if we got the price wrong. We try to ensure that all prices on our website are accurate, however errors may occur. If we discover an error in the price of goods you have ordered (whether this by our error or an error by any third party), we will inform you as soon as possible and give you the option of re-confirming the order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you have already paid for the goods and the order is subsequently cancelled, you will receive a full refund.

12.4 When you must pay and how you must pay. We accept payment with credit or debit card or Paypal. Payment must be made at the time your order is placed.

12.5 What to do if you think an order confirmation is wrong. If you think an order confirmation is wrong please contact us promptly to let us know.

13. PROMOTIONS

13.1 Promotional codes. We may make available to you promotional codes from time to time. Any use by you of a promotional code in respect of an order shall only be permitted where used by the person for whom it is intended and for a single use.

13.2 Use with other offers. Promotional codes are not valid in conjunction with any other offer unless otherwise stated.

13.3 Sale items. All voucher codes are not valid on sale items unless specifically stated.

13.4 No cash alternative. There is no cash alternative available in respect of the promotional code.

13.5 Our right to withdraw the codes. We may withdraw the promotional code at any time without notice.

13.6 Availability. Promotional codes are only available on UK mainland orders unless otherwise stated.

13.7 Use of promotional codes. Promotional codes cannot be used against delivery costs and against sale items unless otherwise stated.

13.8 Expiration. Promotion codes cannot be used after the expiration date.

13.9 Timing of use. Promotional codes will only be accepted if submitted at the point of order. We will not subsequently apply a promotional code if the order is submitted without the promotional codes application. Please check your order thoroughly before placing it to avoid disappointment.

13.10 Refunds issued with promotional code. The promotional code will be applied to the goods purchased. Any returns or refunds on goods purchased with the benefit of the promotional code will be based on the price actually paid for the products.

14. COMPETITIONS

14.1 Promoter. We are the promoter for competitions run on this site.

14.2 How to enter. Route to entry for competitions and details of how to enter will be available on appropriate competition literature.

14.3 Agreement to be bound by these conditions. By entering competitions, an entrant is indicating their agreement to be bound by these terms and conditions.

14.4 Our responsibility. No responsibility can be accepted for entries not received for whatever reason and entries to the competition after the closing date will unfortunately not be counted.

14.5 Competition rules. Rules and prizes of a specific competition can be found on the specific page or flyer of the competition.

14.6 Our right to make changes or cancel the competition at any time. Unfortunately, sometimes things can happen outside of our control and we reserve the right to cancel or amend the competition and these terms and conditions without notice. Any changes we have to make will be notified to entrants as soon as possible. Whilst we try to make sure everything is correct and accurate, mistakes can happen – we reserve the right to correct any details supplied to any entrant connected with this competition at any time.

14.7 No cash alternative. No cash alternative to the prizes will be offered and the prizes are not transferable. Prizes are subject to availability.

14.8 Notifications. The lucky winner(s) will be notified when and where the prize can be collected by email and/or letter. If the winner cannot be contacted or does not claim the prize within 14 days of notification, we reserve the right to pick a replacement winner.

14.9 Publication of winner(s) details. The winner must agree to the use of his/her name and image in any publicity material both online and in hard copy.

14.10 Further information. For more information on our Privacy Policy, visit https://www.lakelandleather.co.uk/PrivacyPolicy.

15. MULTIBUYS

15.1 If we offer you a multibuy. Multibuy promotions may be offered by us in our sole discretion. This offer entitles you to buy one get one free, or get the lowest priced item stated in the promotion free or the reduced price when you buy at least the minimum number of qualifying items in a single transaction. We reserve the right to amend or withdraw the promotion at any point without notice.

15.2 Availability. Multibuy promotions will not be available on permanently reduced items or sale items.

15.3 Our rights to withdraw or amend the promotion. We reserve the right to withdraw or amend the promotion at any time.

15.4 No cash alternative. No cash alternative will be given.

15.5 If you want to return goods bought under a multibuy. If you require an exchange or refund of any of the goods on a multibuy that includes a free gift then then all qualifying items must be returned. The free item cannot be refunded for money or credit. For all other multibuy returns where only at least one of the multibuy items is returned then the multibuy promotion will be deemed void and any refund will be based on the price actually paid for the product.

16. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

16.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

16.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products, and for defective products under the Consumer Protection Act 1987

16.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

17. HOW WE MAY USE YOUR PERSONAL INFORMATION

17.1 How we will use your personal information. We will use the personal information you provide to us:

  • 17.1.1 to supply the products to you;
  • 17.1.2 to process your payment for the products; and
  • 17.1.3 if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

17.2 We will only give your personal information to third parties where the law either requires or allows us to do so.

18. OTHER IMPORTANT TERMS

18.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

18.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

18.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

18.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

18.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

18.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

18.7 Telephone Calls. We reserve the right to monitor and record telephone calls our staff receive and make, in order to monitor staff performance and ensure the highest service possible is provided to our customers.

18.8 Intellectual Property. The intellectual property in Lakeland Leather, LAKE LAND and yourLAKELAND, including all URLs and the copyrights in all photographs, images and descriptions contained in our catalogue and on our website are owned by us and may not be reproduced without our express consent.