Delivery & Returns
Orders are usually delivered within 1-2 working days*, Monday to Saturday, 8am - 6pm. Some items may delivered slightly earlier or later. *with the exception of Spare Door Keys which are made to order, have up to a 5 day delivery time and will require signature on delivery.
Yale offers free standard delivery when you spend £30 or more. Delivery is charged at £4.99 for all standard orders under £30. All spare keys will be shipped with free delivery.
DPD is our delivery partner, they will send out an automated message to the mobile number provided with a delivery date and time slot where available. If no-one is available, the courier will attempt to leave the parcel with a neighbour. The courier will post a card through your door with further delivery instructions if they're unable to complete delivery or if they leave the parcel with a neighbour.
- Delivery is to Mainland GB addresses only. We are unable to deliver to Ireland & Scottish Highlands - we reserve the right to cancel any orders placed to areas we do not deliver.
- Standard Delivery: We aim to deliver orders within 1-2 working days, Monday to Saturday 8am-6pm.
- Spare door keys are made to order, so will be delivered within 5 working days and require a signature on delivery.
- DPD is our delivery partner. They will send an automated message to the mobile number provided with a delivery date and time slot, where possible. If no-one is available to receive your delivery, your courier will attempt to leave the parcel with a neighbour. The courier will post a card through your door with further delivery instructions if they are unable to complete the delivery or if your parcel is left with a neighbour.
- DPD ARE CURRENTLY EXPERIENCING UNPRECEDENTED DEMAND and as such may result in delayed delivery to certain postcodes. Should you be affected, DPD will advise you of any delay and you will be able to view impacted parcels on your MyDPD dashboard.
- Free standard delivery is available on all orders over £30 and spare keys. For orders under £30, delivery is charged at £4.99.
For large or heavy items we may use a specialised courier company. They will contact you on the mobile number provided to advise of delivery date and time where available.
My delivery is incorrect or hasn't arrived yet?
If your delivery is overdue, or if any of your items have been accidentally damaged during transit, or for any other queries, please contact our Customer Services Team by filling out our online form.
Can I return an item?
We offer FREE RETURNS on all items*. Returns must be received by us within 14 days of your delivery date and you must follow our returns policy outlined below (See "How do I return my item?).
Items must be returned in the same condition you received them in, along with the original delivery documentation, packaging and all manuals and accessories.
*We cannot refund:
- Made to order items, such as cut keys for doors and safes.
- Any items which have been damaged, used, not in original packaging, or incomplete. If you return these, we will reject the return and your items will be returned to you.
- Services such as Professional Installation. (In some cases installations can be cancelled if the work has NOT started, must be cancelled 2 working days before scheduled installation date).
How do I return my item?
- Fill out our online form with your Yale Order Number in the subject line (Found on your email order receipt).
- Once we receive your returns form, you will be sent a pre-paid label via email with a unique reference number (unless advised otherwise). You must use this prepaid label so we can find your order once it arrives back to us (Yale will not accept any liability for any parcels returned without completing these steps).
- Package up your return and take to your local post office to return back to us. Please obtain proof of posting at the time of returning.
- Our warehouse will take receipt of your product and check it qualifies for a refund. Unfortunately we are unable to let you know that your return has been received.
- Once your item has passed our review, we will process your return. Please note, this may take up to 3 weeks.
- Within 5-7 days of your return being processed, you can expect a refund.
When will I get my refund?
We aim to process your return within 3 weeks of you returning your order. After we receive and process your return, it may take 5-7 business days for your refund to display on your payment card statement. Please note: we are currently unable to offer you updates on the status of your refund.
Faulty item or need advice?
You must contact us before returning your item by filling out our online form quoting your Yale Sales Order Number to discuss your issue.
This policy is offered in addition to your statutory rights.