Frequently Asked Questions (FAQs)

Popular Questions

What is the cost for delivery?
Orders under £100 are subjust to a £3.99 shipping cost, orders over £100 are free. Please note we only ship to mainland UK.

Can I place a telephone order?
Yes, simply call 0121 433 4181 and we will assist you over the phone with any queries and orders.

Can I change my order?
Unfortunately due to the nature of some product like keyed alike locks we are unable to change your order, but please call us for any other product and we will assist you the best we can.

How long do I have to return an item?
You have 14 days from the date on which the goods were received to return any item. Please note keyed alike products are built to order and we cannot accept returns due to the nature of this product if it has been ordered incorrect.

Returns of keys to be cut?
For security reasons you have 3 days to notify us of any shortage of keys. For security reasons Lock and Key Shop will destroy any unclaimed keys after 4 days from the date the items are sent, we always recommend keys are not sent back to the address they are indented. 1st Call Lock and Key Shop will replace any keys we have destroyed free of charge after this period, this is for our security as much as yours.

How do I return an unwanted item within the UK?
Simply repackage your item, and using your invoice tell us what you wish to return and the reason. In case you have already disposed of your invoice, please attach a note with your name and billing address details or order number so we can identify the return. A refund confirmation email will be sent to you once your return has been processed. You have 14 days from the date on which the goods were received to return any item. Please note keyed alike products are built to order and we cannot accept returns due to the nature of this product if it has been ordered incorrect.

My order has not arrived, where is it?
If your order has not reached you within the estimated delivery period, it could be for the following reasons:
• The carrier has experienced a delay. In which case your tracking information should display any delays and the new delivery date.
• The delivery company has tried to deliver and has left you a calling card.
• Your parcel has been left with a neighbour.
• Your parcel has been left in a safe place (if you specified this in the delivery notes).
• Call us on 0121 433 4181 or email and we will help with tracking the items.

Has my return been processed yet?
We aim to ensure that your return is processed within 5 working days of us receiving it. We advise that you should send your parcel back via a recorded delivery service to enable you to ensure it reaches us. If you send us your tracking number with details of you order and the items you have returned, this will enable us speed up your return.


Can you price match from other websites?
As long as we are able to verify the price from another UK website we will happily try and price match. However, we cannot match additional promotions or discount codes that another website may be using in conjunction with their price offer.

How long will my email take to answer?
We aim to respond to your email within 24 hours.

Can i collect my order from the showroom?
Yes, if you place an order online you can select from collect from store.

Where is there warranty information on your website?
All products purchased from carry the full manufacturer's warranty unless sold as a "no warranty" item. In the extremely unlikely event the manufacturer is no longer in business, will review your warranty claim and at our discretion help to provide an equitable solution. All warranty claims may only be made by the purchaser on record. Please contact our customer service team regarding any warranty questions. are not held liable for costs incurred for a product failing.

How do I cancel my order?
If your order has not started being processed by our warehouse, please contact us immediately on 0121 433 4181 we will be able to advise you what to do.

How do I cancel my order under the distance selling regulations?
The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund. The seven working days starts from the day after you receive your order. We need written confirmation of cancellation from you, so you'll need to contact us by email quoting your order number. If you have already received your order, you will need to return all the items in the order. You will need to pay the cost of returning the order. The items must be in their original condition and will be inspected once we have received them. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

UK Delivery

How will my order be delivered?
Small items and orders are usually sent 1st Class Royal Mail recorded, larger items and orders are sent via City Link.
A signature is required for all deliveries.

What happens if I am not home?
The Royal Mail will leave the package at your nearest post office for you to collect. They will leave a calling card to say they have attempted delivery and at which post office your parcel is being held for collection.
City Link will leave a calling card if they were unable to deliver. You will then be able to schedule a redelivery, free of charge.

What happens if I enter an incorrect or incomplete delivery address?
We are unable to check all delivery addresses so it is your responsibility to ensure that all delivery details are entered correctly. are not responsible for any delays or failed deliveries that might occur by providing wrong or incomplete details.

Can I request a specific method of shipping?
We will choose the most appropriate shipping method depending on the weight or value of your order. Our customers can use the 'Shipping Instructions' box at the check out to request a specific carrier, however, we cannot guarantee to use your preference.

The tracking for my order shows a delivery attempt but I wasn't able to accept my parcel. What do I do now?
We'd recommend that you contact the carrier directly to arrange a redelivery. It may be possible to collect your parcel, if you'd prefer.

The tracking for my order says it's been delivered but I haven't got it. What can I do?
Some carriers allow their drivers to release a package provided that a signature was obtained as proof of delivery. The signature can be requested from a neighbour. We'd suggest checking with your neighbours. If your package has been delivered to a neighbour, you may find that a card was left telling you where the parcel is. Alternatively, the parcel may have been left in a secure location on your property. Please check the tracking information to see if it mentions a secure location.

If there's still no sign of your parcel please use the contact us form and we'll do everything we can to help you.


Why was my order cancelled or declined?
We will always try to contact you if an order has to be cancelled. This may be due to you entering address details/card details incorrectly. If you have moved recently and not amended your address, cancellations may also occur.


1st Call Lock and Key Shop Ltd
Unit 1b, Charlotte Rd
B30 2BT

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