1) Is my personal information safe? Absolutely safe, we do not share or sell your information and do not retain your credit card details.
2) I want to return something, what is the procedure? If you have received the goods within the last 14 days and they have not been worn and still contain all original ticketing and packaging you can use the RETURNS NOTE FORM that was included within the delivery. If you have retained the original outer packaging and it is in good condition then we recommend re-using it. If not, it is your responsibility to ensure adequate good condition protective outer packaging is utilised to ensure safe return. Our carriers UPS will arrange collection and you will need to follow the instructions on the returns note form and from UPS.
3) Who pays the cost and how much is it? UPS charge £6.00 for this service and you are responsible for paying this, further information of how to make this payment is detailed on your invoice. In return, if you are requesting an exchange, we pay the delivery costs for the replacement item for you.
4) Can I arrange my own return at a lower cost? We strongly recommend utilising UPS, we have negotiated this commercial rate as part of our contract with them and it is very competitive compared with using alternate service suppliers. A major element of their service is that once collected by them your responsibility for safe delivery to us is satisfied. Using any other carrier means you are responsible until a signature from us is obtained at the point of receipt. For convenience and piece of mind we strongly urge you to utilise the UPS service.
5) The product arrived damaged, what do I do? Telephone 01539 821697 business hours or e-mail us at
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with a brief description of the problem and your preferred course of action. If it is necessary to return items the procedure detailed above applies, however in this instance we would normally pay both return and replacement delivery costs. In all instances it is imperative that you contact us first before returning any goods.
6) Its more than 14 days since I received the goods, can I still return them?
Over the Christmas buying period (purchases between November 1st and December 22nd) we make an exception and allow goods to be returned for replacement or refund up to 7th January; however this must be done by the original purchaser and refunded to the original payment card. We recommend utilising the UPS collection service as referred to above and we also need you to e-mail or telephone us with the relevant information prior to return. If returning one or more items from a multiple basket of items whilst retaining other items you need to be aware of the SPEND&SAVE RETURNS POLICY as there may be implications as to the amount of refund applicable. In all instances it is imperative that items have not been worn and all original ticketing and packaging is included. LGO reserves the right to refuse to accept back into stock items that are not in original condition and in these circumstances the return of such items too will be at the customer’s expense.
7) I do not have a returns note, what do I do? You can print off a blank RETURNS NOTE here. You will need to fill in the relevant details and if you need assistance you can telephone us 7 days a week between 10.00am and 5.00pm 01539 821697
8) I want to return a faulty item, what is the procedure? We recognise the difficulties and inconvenience of having to return faulty items and can assure you that we are committed to dealing with the problem as quickly and with the least inconvenience to you as possible. You will need to contact us by e-mail at
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or telephone us with a brief description of the problem and your preferred course of action. In some instances we may be able to rectify matters over the phone and where necessary we will arrange collection by UPS. In all circumstances we would urge you to contact us before arranging your own return.
9) I ordered several days ago and I have not heard or received anything, what’s happening? Whoops, something’s wrong here! We deal with all orders received Monday to Friday within 24hrs of receipt (usually within a few hours) and weekend orders on Monday am. Once we have confirmed stock availability we e-mail confirmation to you and the carrier to expedite dispatch. If you have not received notification within 48 hrs it may be a problem with our site (processing your order) or an e-mail server. In these circumstances we would recommend telephoning us on 01539 821697 business hours so that we can investigate.
10) I live overseas can I order from you and can I reclaim the VAT? Sorry, unfortunately we currently do not deliver overseas or have a VAT refund facility.
11) I want a different size or colour to the one you have just delivered, how do I organise it? You need to contact us first to check availability, then its no problem, you will need to return the item(s) at your expense and we will deliver the replacement(s) at our expense. Its part of the service, we want you to be happy.
12) I recently purchased a clearance product from you. I want to buy another one but your site says it’s not available, will you be getting anymore? Clearance offers are usually available on a first come first served basis, we frequently clear the whole UK or European stock from the manufacturer, which is how we are able to offer such incredible values. If the product is shown as sold out on the site it may still be worth telephoning us at 01539 821697 as we sometimes remove sizes from the site when we are down to the last one or two in case of stock errors. We are always happy to do a stock check for you, just in case. Whilst clearance lines move fast, there is usually something similar arriving shortly; again it’s worth a telephone call to find out.
13) I am coming up to the Lakes soon can I order from the web and collect from the LGO store LGO-DIRECT operates from separate premises and operates as a sister company, independent of our Lakeland Great Outdoors Store, unfortunately our operating system is not set up enable orders to be collected in this manner.
14) Can I buy from the Store at the same prices as shown on the web? LGO-DIRECT operates from separate premises and operates as a sister company, independent of Lakeland Great Outdoors Store, It carries a smaller select range and a differing pricing policy, unfortunately you cannot buy at the same prices.
15) I love the Spend and Save feature on your website especially when I am spending £200.00 or more and I can get 20% off rrp, if I visit the Lakeland Great Outdoors Store can I get the same savings? LGO-DIRECT operates from separate premises and operates as a sister company, independent of the Lakeland Great Outdoors Store. This feature is not available at the Store although a lot of lines are sold at less than rrp in store anyway.
16) Do you sell tents? Sorry but at this time we do not sell tents, but we do carry a fair amount of camping accessories!
Frequently Asked Questions 
