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Frequently Asked Questions
Contents
In order for us to assist you quickly, we have pulled together some of our most common questions to help you with your enquiry.
If your question cannot be answered below then please contact us at customercare@leekes.co.uk.
Are your stores open?
All of our stores are open. Since the COVID-19 pandemic, we have adjusted our opening times and recommend checking the store locator page for your nearest branch before visiting us in store.
How are you keeping customers safe in store?
We continue to have hand sanitiser available for use in all of our stores. We encourage customers to maintain a safe distance between other customers and our team members. Whilst face masks are no longer required in store, some of our team may prefer to wear them and we will continue to follow the latest government guidance should anything change in the future.
How do I cancel my online order?
Please email us at customercare@leekes.co.uk with your order reference and "please cancel order" and we will process it for you as soon as possible.
Are you delivering?
Yes, we are pleased to say that our delivery service is running as normal. However, if you are suffering from symptoms of COVID-19, please re-arrange your delivery by contacting our customer care team via email. Please make sure you send us your order reference and send your email to customercare@leekes.co.uk.
I placed an order online, will it be Leekes delivering to me?
In some instances, we may use a courier partner to fulfill your online order with us even if you live locally to our store. This is to ensure you get your items as quickly as possible and we have limited delivery slots available with our own fleet. These items would generally be garden furniture items or items that may not be considered fragile.
I still haven't received my refund?
Please allow 3-5 days for your refund to appear in your account once you have received an email confirmation of the refund request from us. If you have still not received a refund after 5 days, please contact customercare@leekes.co.uk and include your order reference.
The item I want to order is not currently available?
In order to be able to deliver to you in a reasonable time frame, we are making our best effort to only offer items we have in stock or are able to obtain on a short lead time from suppliers. Sometimes we may not have up to date information due to the ongoing issues with the pandemic but we will inform you of any changes to orders placed. Please continue to check the website for updates.
Is it possible to collect an order from the store?
You can now click & collect in all stores. Options for the stores available are displayed at the checkout. If your preferred store is not available at the checkout, this means that the item is out of stock in that store. At present we are unable to move stock between branches to fulfill orders. Please note that our click & collect service ends 30 minutes prior to the store closing time.
There is a problem with your website and I cannot complete my order?
If you are experiencing issues with our website please try flushing all cache on your browser. If you have items in your basket, please empty your basket and flush the cache and then add the items again. If issues persist please contact customercare@leekes.co.uk and detail the device and browser you are using so we can best assist.
I am expecting an installation or have a problem with an installation?
If you have a service query please email details including your order number to customercare@leekes.co.uk.
Are you currently offering in home design appointments?
All our in home design services are currently available. If you are experiencing symptoms of COVID-19 please get in touch with the store and designer your appointment has been booked with to reschedule. If you have previously created an online account, you are able to amend the booking using the My Account section of the website. Alternatively, we can offer virtual appointments.
I have an item I need to return to store, what should I do?
All stores are open and our standard 28 day returns policy applies to all products.
I want to return my online order, what should I do?
Please contact our customer care team with your order number and issues with the product or reason for return and a member of the team will be in touch to confirm next steps. You can contact us by emailing customercare@leekes.co.uk