Shipping & Returns Policy

The majority of our shipments are grease or liquid based and as such, we only use the most reliable couriers.  We strive to offer the lowest shipping rates while still maintaining a fast and reliable service.  Read below for more information on our shipping.

Order Process

We make every effort to fulfil orders as quickly as possible.  Please allow 1-2 days (more if ordered on weekends and bank holidays) for your order to be processed for shipping.  Please understand we are a team of humans, working with human hands, and human brains.  We aren’t perfect, although we strive to be!

Shipping Policy

All orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email.  You will receive another notification when your order has been despatched.  We make every effort to ensure you receive your order within a few days, however there may potentially be delays due to high volume of orders or postal service problems that are outside of our control.

Domestic Shipping Rates and Estimates

UK, Highlands & Islands

We currently use Parcel Force/Royal Mail to ship domestic orders.  We do review our couriers regularly as we are always trying to find lower shipping alternatives with reliable couriers.  We ship anywhere in the UK and currently offer the following shipping option :-

The shipping cost of your order depends on two factors: 1) Weight and 2) Size.

We may choose to run a shipping promotion such as Flat Rate or even Free Shipping.  These promotions are extended to our customers located within the UK mainland only.

We offer a Standard flat rate domestic shipping of £4.95 for orders up to 30kg in weight.

Standard delivery times apply. We offer Free Shipping on all orders to the UK mainland that are over £100.  Standard delivery times apply.  Limited time only.

European Shipping Rates

We offer European Shipping.  Shipping charges for your order will be calculated and displayed at checkout.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.  Lanoguard Ltd is not responsible for these charges if they are applied and they are your responsibility as the customer.  Shipping time depends on your location and local customs depot.

Please contact our customer service department on info@lanoguard.co.uk and provide us with details of your address including country and area codes and we will provide you with a shipping quotation prior to processing your order.

International Shipping Rates

We currently do not offer international shipping due to the extremely high costs of shipping fees.  However, if you wish to make an enquiry with regards to shipping internationally, please contact our customer services department on info@lanoguard.co.uk and provide us with details of your address including country and area codes and we will provide you with a shipping quotation prior to processing your order.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.  Lanoguard Ltd is not responsible for these charges if they are applied and they are your responsibility as the customer.

Shipping to PO Boxes

Unfortunately, we do not ship to PO Boxes.

Local Collection

This option is currently unavailable. If you live local to us in Peacehaven, UK, get in touch with our customer service team at info@lanoguard.co.uk as we may be able to offer a local pick-up option on a case-by-case basis.

How do I check the status of my order?

When your order has been shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.  Please allow 24 hours for the tracking information to become available.

If you have not received your order within 7 days of receiving your shipping confirmation email, please contact us at info@lanoguard.co.uk with your name and order number, and we will investigate it for you.

Returns and Refund Policy

We want you to be completely satisfied with your purchase.  If for any reason you are unsatisfied with your purchase, please email us at info@lanoguard.co.uk with details of your order number and the reason for your dissatisfaction and we will get back to you as soon as possible.

Returns

We accept returns if we have been notified within 14 days of receipt of goods that you want to cancel your order, once we are notified you will have 14 days in which to return the goods to us.  The items must be returned to us unused and in original condition and returned at your cost.  Once received back at our warehouse, checked, and confirmed in good order to be put back in stock, a refund for the full order amount (minus the shipping costs) will be authorised and actioned.  All refunds will be issued to the same account or card that the original payment was made from.  Please email us at info@lanoguard.co.uk with details of your order number and the reason for return. Please ensure that all returned items are sufficiently well packaged as we do not accept responsibility for items that are damaged in transit.

Returns after 30 days

Items that are over 30 days from the ship date are taken back on a case-by-case basis.  Please email us at info@lanoguard.co.uk with details of your order number and the reason for return.  If your return is authorised, you will be emailed confirmation.  The items must be returned to us unused and in original condition and returned at your cost.  Once received back at our warehouse, checked, and confirmed in good order to be put back in stock, a refund for the full order amount (minus the shipping costs) will be authorised and actioned.  All refunds will be issued to the same account or card that the original payment was made from. Please ensure that all returned items are sufficiently well packaged as we do not accept responsibility for items that are damaged in transit.

What if my Product has been Used?

Products that have been used are taken back on a case-by-case basis.  Please email us at info@lanoguard.co.uk with details of your order number and the reason for return.  Our customer service department will then contact you.  If your return is authorised, you will receive email confirmation from us.  Please write your Order Number on the outside of your package.  Please ensure that all returned items are sufficiently well packaged as we do not accept responsibility for items that are damaged in transit.

What do I do if I receive a damaged or incorrect product?

Products should be inspected immediately once delivered and any problems or damage to your products need to be called in or emailed within 48 hours of delivery. 

In the event that your order arrives damaged in any way, please email us as soon as possible at info@lanoguard.co.uk with your order number and a photo of the item’s condition.  We address these on a case-by-case basis but will try our best to work towards a satisfactory solution within 24 to 48 hours.

How long will it take to receive a credit for my return?

We process returns daily (Monday to Friday).  As soon as we receive your item, we will process your return.  If a credit is to be issued, you should see the credit come through within 3-10 working days, depending on your bank’s procedures and how quickly they process the credit.

Returns Procedure

  1. Please write your Order Number on the outside of your package and mail it to: Lanoguard UK Ltd, Sussex Transport Ltd, Downsview House, 91 Marlborough Road, Lancing Business Park, Lancing West Sussex BN15 8SU. Your return will be processed immediately after we receive it. 
  2. More things to know….
    • All returns of ‘duplicate items’ (items previously returned by the same customer from a previous order) are subject to approval.
    • We will not be responsible for shipping and handling on returned items. We recommend using Parcel Force, DPD or some other form of insured mail for returns as we cannot be responsible for items that never make it back to our warehouse.
    • All refunds will be issued to the same account or card that the original payment was made from.