Delivery & Returns 

We pride ourselves on providing a fast and efficient delivery service throughout the UK with our shipping partners. Our delivery timescales are based on the order being placed and confirmed by 1pm on Monday to Friday (excluding Bank Holidays).

Standard Delivery - £4.99, free for orders over £50, and we aim to deliver within 3-5 business days

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Express Delivery - £6.99 for orders of any value, and we aim to deliver these within 2 business days

Highlands & Islands - £9.99 for orders of any value. Please allow an extra 3 business days

Highlands and Islands include AB10-16, AB21-39, AB41-56, BT, FK17-21, HS1-HS9, IM1-9, IV1-56, IV63, KA27-28, KW1-17, PA20-78, PA87-88, PH15-44, PH49-50, TR21-25, ZE1-3, and ZZ75. We currently do not deliver outside the UK, including the Channel Islands.

Please Note

Our shipping partners delivery dates are an estimate and can be affected by aspects outside their control, such as third-party service delays, weather, traffic, government interventions and delivery location. If you have any questions regarding our products or delivery terms then please contact us first, as once you place your order we will not be able to change anything. Our courier will contact you with delivery details closer to the time. 

If you do not receive your order within 10 business days, please Contact Us with your order number.

Orders over 24kg may be packed into more than one box and thus may be delivered in more than one delivery.

During the month of December, it is the busiest time of year for deliveries. As a result of this, there may be some delays with order deliveries. We want to ensure you that our team and the external delivery company that we use are working hard to process and dispatch orders as quickly as possible. However, factors such as increased order volumes and potential carrier delays may impact the overall delivery timeline.   

Please be advised, due to year end stock take we will be unable to dispatch any orders after 10am, Friday 31st May. Any orders placed after this time will be dispatched Monday 3rd June. We apologise for any inconvenience caused during this time. 

We appreciate your understanding and patience during this busy period. If you have any questions or need assistance regarding your order, our team is here to help. You can submit an enquiry on our Contact Us page. 

Returns Policy

At Lakes Collection, we aim for you and your pets to be delighted with every purchase. If you’re not completely satisfied or have received an item that isn’t quite right, we’re here to help.

Can I return my order?

We accept returns of unopened, unused items in their original condition within 14 days of delivery. Please make sure the packaging is intact, and the item is in a resaleable condition. If the product is not in a resaleable condition, a restocking fee will be taken. Unfortunately, we cannot accept returns of opened perishable goods (e.g., open bags of food) unless the product is faulty or damaged.

How to start a return

1. Contact us: Please contact our customer service team via the enquiry form on our Contact Us page (Order, Delivery & Return Enquiries option) with your order number and reason for the return. 
2. Pack your items: Securely package the product to avoid damage during transit. We recommend reusing the original packaging. Please include your order number and contact details so we can process your return upon receipt. 
3. Return the parcel: Ship the return to the address below. Please note: the cost of returning the item is your responsibility unless the return is due to a fault or damage.

Returns address

ProGreen on behalf of Lakes Collection

Unit 3 Axis Park

Manasty Road

Orton Southgate

Peterborough

PE2 6UP

Refunds and exchanges

• Refunds will be processed to your original payment method within 7 working days of us receiving your returned item. 
• If you’d like to exchange an item, please let us know, and we’ll do our best to accommodate your request.
• For damaged or defective products or orders received with incorrect items, we’ll arrange a replacement or full refund, including return shipping costs. Any incorrect items in your order must be reported within the first 48 hours of receiving the parcel. Photographic evidence to support your return may be requested. 
• Lakes Collection do not accept any liability for any loss of parcels after they have been authorised for release by the receiver.

What if I've ordered the wrong item(s)?

If you find that you have made a mistake when placing your order, we will endeavour to amend your order if you notify us immediately via the enquiry form on our Contact Us page (Order, Delivery & Return Enquiries option). Please make sure you include your order number to help us help you as quickly as possible. All orders placed before 1pm Monday - Friday will be dispatched that day, so no amendments or cancellations can be made after this deadline as your order will already be packaged and awaiting collection by our courier.

Need help?

We’re always happy to assist. If you have questions about your order or need help with a return, reach out to our friendly team via the Contact Us page.