Frequently Asked Questions

You cannot swap items on an order once placed. You can cancel the order (via My Orders if available) before it is picked for shipping and place a new order. If the item has been dispatched, you can refuse delivery or use the returns process after delivery. Collection fees may apply.

Please refer to Clause 6 of https://www.lg.com/uk/terms-and-conditions-of-purchase/

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 according to those providers’ terms.

We will process refunds within 14 days of us receiving the returned goods or of you providing proof that you have returned them. Refunds are issued to the original payment method.

If the return is for change of mind and the product has lost value due to handling beyond what’s necessary to inspect it, or if collection charges apply, we may deduct an amount from the refund and will explain any deduction before processing it.

Please refer to Clause 6.5.3 of https://www.lg.com/uk/terms-and-conditions-of-purchase/

Faulty, damaged in transit or wrongly delivered items: we will arrange and pay for collection and you will receive a full refund or other remedy as appropriate.

Change‑of‑mind returns: collection/cancellation charges will apply and will be deducted from your refund.

Please refer to Clause 6.5.3 of https://www.lg.com/uk/terms-and-conditions-of-purchase/

Returns are accepted only for orders placed on this website and delivered to a UK address. Bundles must generally be returned complete.

If the product is faulty, contact Customer Services or submit a returns request within 30 days of delivery. Within 30 days you may exercise the short‑term right to reject and request a refund, repair or replacement. Following the receipt of your request, you will receive a 'confirmation e-mail of return request'.

If a fault develops after 30 days, we will still assist and may offer repair or replacement under your statutory rights. We will inspect returned items to confirm the fault.

You can cancel an order via the Cancel button in My Orders as long as the item has not been picked for shipping. If cancellation is successful, you will receive a cancellation confirmation email. If the item has already been dispatched, refuse delivery or follow the returns process after delivery. Collection/cancellation charges may apply.

Please refer to Clause 6.5.3 of https://www.lg.com/uk/terms-and-conditions-of-purchase/

For most purchases you have a legal right to cancel within 14 calendar days, starting the day after you receives the goods. If you cancel you must return the goods (or make them available for collection) within 14 days of cancellation. We will refund you within 14 days of receiving the goods (or proof of return). These rights are for consumers only and do not affect your statutory rights for faulty goods.

Please use our online contact form: https://www.lg.com/uk/support/contact-us/email-us/ or call Customer Services

We deliver throughout the UK (England, Scotland, Wales and Northern Ireland). Some remote areas and parts of the Scottish Highlands may incur additional delivery fees; any applicable surcharges for remote postcodes are shown at checkout and in our Delivery Services terms.

Please refer to Clause 5.6 of https://www.lg.com/uk/terms-and-conditions-of-purchase/

Please refer to https://www.lg.com/uk/tncs/our-services/delivery-services/

Delivery charges are shown at checkout based on your postcode and the product. Members may be eligible for free standard delivery (exclusions apply for certain remote postcodes). Express and weekend delivery options are available for an additional fee where shown at checkout. For full details see our Delivery Services T&Cs.

Please refer to Clause 5.6 of https://www.lg.com/uk/terms-and-conditions-of-purchase/

Please refer to https://www.lg.com/uk/tncs/our-services/delivery-services/

Small items: delivered by DPD (normally within three working days; delivery Mon–Fri excluding public/bank holidays).

Large items: delivered by AIT Home Delivery (delivery window: 7:00–20:00, Mon–Sun) or Arrow XL (7:00–19:00, Mon–Sat), depending on the product. The carrier will confirm the exact delivery date/time window once your order is routed.

The courier will contact you with options to reschedule if you miss the first delivery. If you need to change the delivery date in advance, follow the reschedule rules for the carrier or contact Customer Services.

AIT deliveries must be rescheduled before 4:00pm the day prior to the scheduled date.

Arrow XL deliveries must be rescheduled before 12:00pm two days prior to the scheduled date. Failure to meet these deadlines may result in additional redelivery or cancellation fees.

If your tracking shows delivered but you cannot locate the item, contact Customer Services as soon as possible with your order number and the tracking number. We will investigate with the carrier.

Report damage to Customer Services as soon as possible (and within 30 days of delivery). Provide photos of the product and packaging and the tracking number so we can investigate and arrange collection and a refund or replacement where appropriate.

Product dimensions are listed on each product page. Check these measurements and consider doorways and access routes. If you need door removal services, request this by 4:00pm the day before delivery — check the product page/checkout for availability and any charges. Please contact us if you need to add this additional service to your order.

AIT deliveries must be rescheduled before 4:00pm the day prior to the scheduled date.

Arrow XL deliveries must be rescheduled before 12:00pm two days prior to the scheduled date.

Failure to meet these deadlines may result in additional redelivery or cancellation fees.