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FAQs – Online Shop

We understand that people will can have lots of questions when it comes to online shopping. And of course, we are here to help you! Here are some of the more commonly asked questions and answers.
How do I track my order?

When your order is dispatched, we’ll send you an email confirming your tracking reference number. This reference is your unique tracking number for your order and is your first port of call to find out information such as where you order is coming from, which carrier it’s arriving with, when it was picked up, how many items it contains and its current status.

I didn't receive a tracking number
If the courier’s website isn’t showing any results for your tracking number, or you didn’t receive a tracking number at all, don’t worry, our team will have access to your parcel information and you can contact us to find the whereabouts of your order. We know shipping can be stressful – so let us do the worrying for you!

Please note – With so many of us are staying at home at the moment, we’re relying on delivery more than ever. This has put a huge amount of pressure on courier and delivery networks who are trying to keep up with demand while also ensuring their teams stay safe and healthy at work. This may mean your delivery is a tad slower than usual.

My delivery was unsuccessful, what do I do?

Don’t panic! The first thing to do is to have another look at the tracking reference number provided in your shipping confirmation email. This will be where the courier makes updates to the current status of your parcel. If it’s being returned to a depot, this often means that it will be dispatched on another delivery truck soon.

Our courier partners will usually attempt delivery on a subsequent delivery run. It may not be the very next day, and can be dependent on the local operations of the courier. But fear not, we will ensure you get your goodies safely!

My order is missing
You can’t find your order? Don’t worry, you can contact us to find the whereabouts of your order. We promise we’ll make it right.

If more than ten business days have passed since you placed your order and the delivery still hasn’t arrived, please contact us so we can investigate it for you. If we can’t track your order down, we’ll send you a free replacement right away.

It’s super helpful to include this information when you contact us, so we can confirm a few things immediately:

  • Your order number
  • Your full shipping address, including your flat/house/unit number
  • Any special instructions that would help the courier find your address
Damaged orders
We’re never happy about it, but it does happen from time to time. Obviously, we will replace any damaged items right away. Any photos you can provide will help us work out what’s gone wrong, and improve the way we do things to avoid similar problems in future. Send us an email to customerservice@lewis-manning.org.uk and include your order number, so our team can get back to you asap!
Where do you deliver and how long does it take?
We ship to everywhere in the UK and use Royal Mail services to deliver to your door! It takes about 2-10 business days for your order to arrive, but there are sadly a few exceptions for more remote areas.
Can't find what you're looking for?
We’d love to help! Contact us by emailing customerservice@lewis-manning.org.uk
We hope these questions helped, so let’s get shopping!

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