Frequently Asked Questions

Our Products

Do you supply "One Key Fits All" or "keyed Alike" padlocks? If so, is there a minimum order and how long will it take to deliver?

Yes we supply a number of Keyed Alike padlocks, click here. This means that when you buy two or more padlocks from the keyed alike range they will all be operated by the same key. Each padlock comes with two keys as standard but you can order additional keys if required.

I need a specific size or type of padlock but I cannot find it on your site!

Firstly try the Padlock Finder on our search page as this may help you find what you're after. On our website we include our more popular range of padlocks but we do stock hundreds of different sizes, types and key numbers. If you need something in particular please just get in touch.

I want to make a large order. How can I go about this?

If you have a credit card then large orders can be made through the website in the usual way. The site automatically generates the discounts as you go and you'll see this in the basket before you 'checkout'.

If however you are purchasing over £250 and have a purchase order then you can submit it here: www.padlocks.co.uk/purchase-orders

Please note that we do not accept purchase orders submitted via post or fax. It must be done online as part of our Environmental Policy. This also ensures it will be dealt with as fast as possible.

Do you sell wholesale? I am a retailer or distributor so can I get reduced rates?

Yes we have special discounts for wholesale and bulk orders but you must not the end user. You can submit your purchase order here:

www.padlocks.co.uk/purchase-orders

Although it is product specific, wholesale rates tend to apply for orders over 250 units and can obtain up to 50% discount off list price. If in doubt then please contact us for more details.

Security and Online Payments

How secure is this site? I have concerns about doing it over the internet.

Paying online is now the most secure method of payment. It is commonly regarded as more secure than giving you card details over the phone. Since this such an important subject we have created a page dedicated especially to buying online safely with us.

What types of payment do you accept?

We accept all major credit cards including Visa, Mastercard, Visa Delta, Visa Electron, Maestro and Solo. Currently we do not accept American Express. We are working on integrating PayPal but currently we do not accept it as a method of payment.

Is credit available for larger orders?

Yes but you will need to submit a purchase or to us by going to: www.padlocks.co.uk/purchase-orders

Please ensure you fall within the guidelines for paying via purchase order detailed on that page.

Delivery and Charges

Is there a minimum delivery charge?

For orders up to 1.5kg we give you the option of shipping through Royal Mail. When you need an order in a hurry or for all orders above 1.5kg there is a courier option. All orders made before 2pm will be delivered to you the very next working day.

How long will it take to get to me?

Orders received by 2pm are dispatched the same day and will reach you before 5pm if sent via the courier option. However, please allow up to 3 working days for delivery if your select Royal Mail shipping option.

You can login to your account at any time to see the status of any order. We will notify you of any change to delivery.

Can you send an order outside of the UK?

In certain circumstances yes we can export our products but all orders outside of the UK but only fore larger orders in excess of £250. Please contact us for more details.

Refunds, Replacement, Cancellations and Complaints

I have made an order on the website and I have still not received my items after 48 hours? Where are they?

If a courier order has not arrived on time we can track it and find out what the problem is. Rarely are orders late but sometimes unforeseen circumstances can cause delays. If you selected Royal Mail then in most cases you will receive the order within 1-2 days. However, Royal Mail do insist you wait at least 10 days for it to arrive before further action can be taken.

What if the goods are damaged upon receipt?

In the unlikely event that your goods are damaged please file a return by going to: www.padlocks.co.uk/returns

and follow the instructions on that page.

My goods are not what I imagined them to be. Can I get a refund?

Your statutory rights set out under law allow you to return an unused product for a full refund within 7 days. To file a return please go to: www.padlocks.co.uk/returns

Please note that since we deal in security products special provisions do apply. Any padlocks that have been opened will be classed as used and non-refundable. This is to ensure that the locks have not been tampered with and can be resold as a security item. We do provide the full dimensions of every product on our site so there should be no reason that you cannot ensure it will fit before purchasing.

I have purchased my order from the website but I have decided that I do not want the items any more. Can I cancel my order?

Any orders that have been made online and cancelled before 2pm will be refunded without charge. Orders than have been dispatched already can be returned for a refund but only on the price of the products and not our delivery charge. You will also be responsible for the costs associated with returning the items.

I would like to make a complaint or post feedback. How can I go about this?

After each order you have the chance to give feedback on a form located on the final page of the checkout. You may lodge a formal complaint by post, telephone or e-mail using the details on our contact page.