Delivery & Returns

• Delivery is to Mainland GB addresses and Northern Ireland only. We are unable to deliver to Europe (including ROI) - we reserve the right to cancel any orders placed to areas we do not deliver. 
• GB Standard Delivery: We aim to deliver orders placed before Monday – Saturday before 2 pm by the next working day. Our carrier, DPD, has a next-day delivery success rate of 97%. 
• NI & Scottish Highland Standard Delivery: We aim to deliver orders within 2-3 working days, Monday to Saturday 8am-6pm.
• Spare door keys are made to order, so will be delivered within 3 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 post a card through your door with further delivery instructions if they are unable to complete the delivery.

Delivery Fees

• Free standard delivery: Yale offers free standard delivery on all orders. On occasion, we may need to charge delivery for promotional items, at which point, we will clearly state this on the product page. 

We aim to deliver orders placed Monday – Saturday before 2pm by the next working day. Our carrier, DPD, has a next-day delivery success rate of 97%. We’re so confident in our team, that if your order is not delivered on the next working day, you can claim £10 off your next Yale Home order!

Delivery cut off times:

Please note, this guarantee does NOT apply to: Spare Keys, Installation Services, Gift Cards, non-Yale branded products, Linus L2 with Backplate Handle, Linus L2 with Pull Escutcheon, heavy or large items which require a specialised courier company.

Please note, if your intended delivery day is a UK Bank Holiday, the new guaranteed delivery day will be the day after this. 

How to claim:

If you believe you have met the above criteria for next day delivery, but we have not been able to meet these timings, you can claim £10 off your next order by:

1. Open our online form: Click here
2. Select ‘Online order support’ --> ‘£10 failed delivery claim’
3. Enter your order number in the Subject line and complete your details
4. If you have a proof of delivery from DPD, please upload this
5. One of our team will be in touch within 48 hours to confirm if your claim has been successful
    

Terms & Conditions:

In order to qualify for the £10 missed delivery voucher, you must meet the following criteria:

• Successfully placed your order before the above-stated cut-off time (this is the time at which your order is successfully processed by yalehome.co.uk)
• Purchased a qualifying product.
• Have proof of delivery that your order was delivered after the delivery day shown above
• Contact us within 48 hours of the missed delivery day
• Must not return any of the order. If your order is returned to us, your voucher will be cancelled
• We reserve the right to cancel this offer at any time or to amend these terms and conditions by republishing them.

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.

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.

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:

1. Made to order items, such as cut keys for doors and safes.
2. 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.
3. 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).

1. Fill out our online form with your Yale Order Number in the subject line (Found on your email order receipt).
2. 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).
3. 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.
4. 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.
5. Once your item has passed our review, we will process your return. Please note, this may take up to 3 weeks.
6. Within 5-7 days of your return being processed, you can expect a 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.

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.