How do I place an order?
When you have found the items you want to buy, select the material and size (if required) and click on the 'ADD TO CART' button. This will put the item in your basket.  You can see how many items are in your bag and edit them at any time by going to the bag icon in the top right-hand corner. When you're happy with the items in your basket, click the 'CHECKOUT' button to place your order.  We will send you a confirmation email to the email address you have registered.  (If you do no receive an email, please check your junk folder.)  If you have any problems receiving this email,  contact us on online@lancejames.co.uk and we will be happy to help.

What payment methods do you accept?
We accept Visa, Mastercard, Maestro, PayPal, Google Pay & American Express.

What delivery options do you offer?
You can find all of our delivery information here.

Can I add to / amend my order?
Yes, if you contact us within 24 hours of placing the order, it may be possible to amend it.  If you would like to add another item to your order, please place another separate order and then email us so we can amalgamate your orders.

Can I change my delivery address?
Yes, we are happy to deliver to an address that is different to the billing address.

Can I cancel my order?
We may be able to cancel your order but we ask this to be done within 24 hours of placing your order.  Please note that it can take up to ten working days for the money to be refunded to your account.

What do I do if there is a problem with my order?
Please contact our Customer Service team here.  Telephone calls and emails will be answered during our office hours Tuesday to Friday, 9.00am-4.30pm.

My order did not go through but I think you have charged me?
As soon as an order is placed, a charge is taken and you should also receive a confirmation email. If you are worried your order has not gone through but payment has been taken, please contact us here.

Can I find out if what the delivery time is for an item?
Yes, please email us here and Customer Services will be happy to advise you with an estimated delivery date.

What shall I do if the order I receive my order is wrong?
Please contact our Customer Service team here.  Telephone calls and emails will be answered during our office hours Tuesday to Friday, 9.00am-4.30pm.

What is your returns policy?
You can see our Returns Policy here.

Can I use more than one discount offer on my order?
Our promotions/discounts cannot be used in conjunction with any other offer and are not valid on any sale items.

Why doesn't my promotional code work?
Firstly, check you are entering the exact code given and that the code has not expired. Some of our promotional codes are only valid on certain collections so make sure to read the small print. If problem persists, please contact the Customer Service Team here.

What do I do if I have forgotten the password to my account?
Simply click 'Forgot your password?' under the returning user login. A link will be sent to the email address registered on your account so that you can re-set the password.

How can I have my details removed from your mailing list?
There is a button that says 'unsubscribe' at the bottom of every email we send.  Click this button to remove your email address from our mailing list.  Alternatively, you can email us with your details and we can do this for you.