Frequently Asked Questions

PAYMENTS

Question: What cards can I use to place an order?
Answer: We accept all major credit and debit cards. We also accept payment via PayPal.

Question: Do you accept PayPal?
Answer: Yes, we accept payment via PayPal. If you do not have a PayPal account, you can register for a new account by visiting the PayPal website.

Question: Is my payment information safe?
Answer: Yes, your personal information will be treated with care and is only transferred over to us via a secure server connection. No financial information is held on our systems. We are a member of "Verified by Visa" and "Secure by Mastercard" which provide additional security when using your payment cards for online purchases.

Question: What currencies do you accept?
Answer: We accept payments in Pounds Sterling, US Dollars and Euros.

Question: Why has my payment failed?
Answer: Your order will only be confirmed if the payment has been successfully processed. If you have entered incorrect card details, please try again and double check the information you are inputting. Please contact us if you would like assistance in placing your order.


DELIVERY

Question: How much is UK delivery?
Answer: Standard UK delivery is FREE for a 2/3 working day delivery to anywhere in the United Kingdom. UK next day delivery 1-2 Days is 5.99 with the cut off time being 3pm.

Question: How much is European delivery?
Answer: European deliveries are split into 2 zones; EU and outside of EU which includes Norway, Iceland, Liechtenstein, Albania, Switzerland, Turkey, Russia, Azerbaijan, Georgia, Macedonia and Montenegro. The price for delivery within EU is 9.99. The price for outside EU zone is 12.99 for 7-15 days delivery. For more info please visit our Delivery page.

Question: I live in the US, what are my delivery options?
Answer: We have two options for US customers. Standard delivery is 11.99 and takes 12-14 working days, and Express which is 39.99 and delivered within 3-5 days using DHL Express.

Question: I have not received my order. What do I do?
Answer: If you have not yet received your order, please email us on sales@security-lab.co.uk where our team will be happy to help. Please check your tracking before contacting us as this may show you where your parcel is.

Question: Do you deliver to work addresses?
Answer: Yes, we deliver to work addresses. When you are in checkout, please enter your work address in the Shipping Details section.

Question: Do you deliver to BFPO?
Answer: Yes! We deliver to BFPO addresses. When you are in checkout, please enter your work address in the Shipping Details section.

Question: My tracking shows as delivered but I have not received my order?
Answer: If the tracking is showing as delivered but you have not received your order then we need to contact the courier on your behalf. Please email us on sales@security-lab.co.uk with your name, order number (if you have this) and address. We can then look into this for you.

Question: My item has been delivered back to you as undelivered.
Answer: If your order has been returned to us, you need to contact us on sales@security-lab.co.uk with as much information as possible so that we can arrange to send this back out to you.


RETURNS

Question: How long do I have to return an item?
Answer: You can return your item within 28 days provided the product is in its original, unused condition.

Question: Can I send my item back for an exchange?
Answer: Yes, you can return your order back for an exchange within 28 days provided the product is in its original, unused condition.

Question: How long does it take to process my return?
Answer: Please allow 2-3 working days from receipt of your return for it to be processed.

Question: What if I have received a faulty item?
Answer: If you have received a faulty item, please send this back to us using the returns form so that we can resolve the issue. You can also email us on sales@security-lab.co.uk if you need to raise a question about this.

Question: What if I have received the wrong product?
Answer: If you have received a wrong item in your order, please send this back to us so that we can resolve the issue. You can also email us on sales@security-lab.co.uk if you need to raise a question about this.


TECHNICAL / ACCOUNT

Question: I can't sign into my account?
Answer: First, please check that you are using the correct email address and password to sign into your account. You can use the Forgotten Password link which will remind you of your password. If this does not help, please email us on sales@security-lab.co.uk

Question: I have not received a confirmation email?
Answer: If you have not received a confirmation email, please email us on sales@security-lab.co.uk and we will resend this email to you.

Question: I am not receiving your newsletters?
Answer: If you have signed up to receive our Newsletters and have not received them, they may be going to your spam folder. To correct this, please add mail@security-lab.co.uk to your address book or safe email list.