Frequently Asked Questions

It is not possible to change a product once an order has been placed – You must cancel the existing order and then place a new order on the website. Please see the cancellation section in our FAQ’s. For more information, contact customer service on 0344 847 1402

If you have ordered with a debit or credit card, we will take an initial pre-authorisation of funds as the order is placed however the payment will only be taken once your order has been delivered. If you have checked out with Paypal or Klarna, the payment will be taken at the checkout.

On cancellation or when exercising your short term right to reject the product(s), you will receive your refund within 14 days of us receiving the goods, using the same payment method that you used during your purchase.
Please note, the products will be inspected on receipt. Where you have exercised your right to cancellation (i.e., you’ve changed your mind) we reserve the right to offer a partial refund depending on the condition of the product. Where you have exercised your short-term right to reject, we shall also examine the condition of the product to ensure there is no physical damage.

If you have exercised your right of rejection/cancellation, we will organise a return with the courier. You will therefore receive notification/contact from the courier on behalf of the LG Online Shop.
Returns can only be offered to those who have ordered from this website and had the product delivered to a UK address.
We do not accept the return of any product(s) that were sold as part of a bundle unless the bundle is returned complete.

It is possible to exercise your short-term right to reject within 30 days from the date of delivery by filling out the contact form at return request page on lg.com, if there is a fault with your product. Following the receipt of your request, you will receive a 'confirmation e-mail of return request'. If your product develops a fault after the 30 day period, please contact our Customer Services team on: 0344 847 5454 and they will be able to offer assistance.

If you wish to cancel your order this is only possible if the product has not already been dispatched to the shipping address indicated during the purchase process.
To cancel an order, you must click the "cancel" button on the "my order" page. When we receive a cancellation request, we try to do everything possible to cancel the order however if the product has already been dispatched, it may be necessary for you to reject the product on delivery, so it is returned by the courier. For more information contact our Customer Service on the following number 0344 847 1402.

Purchases made on this site are considered "distance sales" and legally, you have 14 days from the date of receipt of the product to change your mind and get a full refund (right of cancellation). If you have used the product and it is returned in a condition where we cannot resell it, then we may issue a partial refund instead. You should get your refund within 14 days from the date of return notification.
The rights herein apply to consumers only.

Please contact us via email https://www.lg.com/uk/support/contact-us/email-us/

Currently, we are only able to deliver within mainland UK.

Free delivery is available across LG products when you sign into your LG account. For non-members, the delivery cost will be displayed on the product buying page. We offer installation and disposal services across our home appliances, excluding the LG Styler. Sign into your LG account to get these services at a reduced cost.

For smaller items, we use DPD. DPD will notify you of the delivery date and time window for your order. DPD deliver Monday to Sunday, excluding public holidays.

For larger items, we use Panther Logistics. They will deliver between 8:00am to 8:00pm, Monday to Saturday, excluding public holidays. On the product buying page, you are able to select a specific date for delivery and Panther Logistics will confirm the time window for the nominated delivery date once it has been routed.

If you’re out when we try to deliver, you will be notified by our nominated courier on how to reschedule your delivery. If you need to reschedule your delivery prior to the nominated delivery date, please contact us.

Please contact our customer support team on 0344 847 1402 within 72 hours of your order showing as delivered and provide our consultants with your order number and the tracking number of the shipment – They will then investigate this with the courier on your behalf.

If a product is found to be damaged/faulty straight after delivery, you can request a return through the Online Shop. We must be notified of the return within 30 days of the order delivery date. If you experience any issues regarding the delivery of your product or the condition of your product upon delivery, this must be reported to us within 72 hours of delivery for us to investigate this for you.

Product specifications are available on each products buying page. Please use these dimensions to measure where your product will be going, as well as considering doorway access for delivery. Door removal services are available at no extra cost, but will need to be requested before 16:00pm the day prior to delivery. Please contact us if you need to add this additional service to your order.

If you need to reschedule your delivery, this must be done by 4:00pm the day prior to the agreed delivery date. You can reschedule your delivery by contacting LG or AIT Home Delivery directly. Failure to comply with the timeframe may result in additional costs being applied.