Frequently Asked Questions

Find answers to your questions through our FAQ. 

Your Orders
Q.
Do I need to be registered to make a purchase?
A.

You do not have to create an account to make a purchase however only registered users can access discount codes and promotions via their account. Purchasing as a registered user also enables you to follow the status of orders directly on your 'My Account' page.

Changes to your orders
Q.
Can I change a product I ordered?
A.

It is not possible to change a product once an order has been placed – You must cancel the existing order and then place a new order on the website. Please see the cancellation section in our FAQ’s. For more information, contact customer service on 0344 847 1402

Your Orders
Q.
How can I place an order?
A.

Make a purchase on the LG Online Shop in 3 simple steps!
1. Select the product you want to buy and click the "Add to basket" button.
2. Choose whether to continue shopping or click "Proceed to checkout". When you are done shopping, click on "Your basket "and then click " Proceed to checkout ".
3. Fill in all the necessary information for the delivery and follow the instructions to pay. You will receive an email confirming your order.

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Q.
How can I track my order?
A.

You can check the status of your order in the "My Orders" section of the LG Online Shop. If you placed the order as a guest, you can track your order on the following link : https://www.lg.com/uk/support/order-support/track-my-order/

Q.
Do I need to be registered to make a purchase?
A.

You do not have to create an account to make a purchase however only registered users can access discount codes and promotions via their account. Purchasing as a registered user also enables you to follow the status of orders directly on your 'My Account' page.

Q.
How can I place an order?
A.

Make a purchase on the LG Online Shop in 3 simple steps!

1. Select the product you want to buy and click the "Add to basket" button.

2. Choose whether to continue shopping or click "Proceed to checkout". When you are done shopping, click on "Your basket "and then click " Proceed to checkout ".

3. Fill in all the necessary information for the delivery and follow the instructions to pay. You will receive an email confirming your order.

Q.
Can I amend the delivery address for my order?
A.

We recommend contacting us ASAP if you require an address change for your order. Whilst we make every effort to change a delivery address after purchase, we cannot make any guarantees.

Q.
Can I change a product I ordered?
A.

It is not possible to change a product once an order has been placed – You must cancel the existing order and then place a new order on the website. Please see the cancellation section in our FAQ’s. For more information, contact customer service on 0344 847 1402

Q.
Why hasn’t my payment been taken yet?
A.

If you have ordered with a debit or credit card, we will take an initial pre-authorisation of funds as the order is placed however the payment will only be taken once your order has been delivered. If you have checked out with Paypal or Klarna, the payment will be taken at the checkout.

Q.
When will I receive my refund?
A.

On cancellation or when exercising your short term right to reject the product(s), you will receive your refund within 14 days of us receiving the goods, using the same payment method that you used during your purchase.
Please note, the products will be inspected on receipt. Where you have exercised your right to cancellation (i.e., you’ve changed your mind) we reserve the right to offer a partial refund depending on the condition of the product. Where you have exercised your short-term right to reject, we shall also examine the condition of the product to ensure there is no physical damage.

Q.
How will my product be returned?
A.

If you have exercised your right of rejection/cancellation, we will organise a return with the courier. You will therefore receive notification/contact from the courier on behalf of the LG Online Shop.
Returns can only be offered to those who have ordered from this website and had the product delivered to a UK address.
We do not accept the return of any product(s) that were sold as part of a bundle unless the bundle is returned complete.

Q.
What If there Is a fault with my product?
A.

It is possible to exercise your short-term right to reject within 30 days from the date of delivery by filling out the contact form at return request page on website. Following the receipt of your request, you will receive a 'confirmation e-mail of return request'. If your product develops a fault after the 30 day period, please contact our Customer Services team on: 0344 847 5454 and they will be able to offer assistance.

Q.
How can I cancel an order?
A.

If you wish to cancel your order this is only possible if the product has not already been dispatched to the shipping address indicated during the purchase process.
To cancel an order, you must click the "cancel" button on the "my order" page. When we receive a cancellation request, we try to do everything possible to cancel the order however if the product has already been dispatched, it may be necessary for you to reject the product on delivery, so it is returned by the courier. For more information contact our Customer Service on the following number 0344 847 1402.

Q.
What Is your right to cancel?
A.

Purchases made on this site are considered "distance sales" and legally, you have 14 days from the date of receipt of the product to change your mind and get a full refund (right of cancellation). If you have used the product and it is returned in a condition where we cannot resell it, then we may issue a partial refund instead. You should get your refund within 14 days from the date of return notification.
The rights herein apply to consumers only.

Q.
Your complaint-handling process
Q.
Can you ship outside of the uk mainland?
A.

For LG Online Shop orders, we are only able to ship within the UK Mainland.

Q.
How much does delivery cost?
A.

LG Electronics offers free delivery for all LG.com orders. Customers will be responsible for shipping costs in the case of returns.

Q.
Do you offer installation and disposal service?
A.

We offer home appliance installation and disposal services excluding LG Styler. 

Q.
What types of delivery are available?
A.

For courier purchases, deliveries will be fulfilled by Panther Logistics. For parcel purchases, deliveries will be fulfilled by DPD.

Q.
What should I do if the courier does not find me at home at the time of delivery?
A.

If the courier is unsuccessful when attempting delivery, they will issue you with a notification stating that they have attempted delivery with the number to arrange a further delivery.

Q.
What should I do i am unable to locate my delivery?
A.

Please contact our customer support team on 0344 847 1402 within 24 hours of your order showing as delivered and provide our consultants with your order number and the tracking number of the shipment – They will then investigate this with the courier on your behalf.

Q.
What should I do if the products i have ordered arrive damaged?
A.

If the packaging of the product arrives damaged at the time of delivery, it is advisable to open the product in the presence of the courier to check the contents; If the product is damaged then we would advise you to refuse delivery.
If a product is found to be damaged/faulty straight after delivery, you can request a return through the Online Shop. We must be notified of the return within 30 days of the order delivery date.
If you experience any issues regarding the delivery of your product or the condition of your product upon delivery, this must be reported to us within 24 hours of delivery for us to investigate this for you.

Q.
Can I change the payment method for an order?
A.

Once the payment has been made on the LG Online Shop, the payment method cannot be changed. To change the payment method on an order, you must cancel the order and make a new one.

Q.
What are the available payment methods?
A.

LG Online Shop allows you to use the following payment methods:Payments by Credit/Debit card (VISA, Mastercard, Maestro, and Amex), Paypal and Klarna.

Q.
How to obtain a copy of invoice
A.

Invoices are sent to you via email after the product has been delivered and payment has been taken.
If you have ordered with a debit or credit card, your payment may show as 'pending' on your bank account until delivery is complete. It will only be taken once your order has been delivered.

 

If you have checked out with Paypal or Klarna, the payment will be taken at checkout.

Q.
Your refund policy
A.

For purchases made on LG.com, you have 14 days from the date of receipt of the product to change your mind and get a full refund. You can check the status of your refund by going to My Account > My Returns.
Please note, it may take up to 14 days from us receiving your order to process the refund and will be on the same payment method that you used during the purchase process.

Upon the expiry of the 14-day period, you may still be able to request a return by filling out the contact form https://www.lg.com/uk/support/contact-us/email-us 

 

Please note, the products will be inspected on receipt. Where you have exercised your right to cancellation (i.e. you have changed your mind) we reserve the right to offer a partial refund depending on the condition of the product. Where you have exercised your short-term right to reject, we shall also examine the condition of the product to ensure there is no physical damage.

Q.
How to request a refund
A.

Within the 14-day period from the date of receipt of the product, you can choose to return by logging into My Account.

 

You may also contact us by filling out the contact form https://www.lg.com/uk/support/contact-us/email-us

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