FAQs

Where is my order confirmation email?
If you cannot find your order confirmation email within your inbox we suggest that you check your spam/junk folder. Most commonly if you cannot find your order confirmation email within your main inbox you will find it within the spam/junk folder. However, if it’s not in there could it be that your email address has been typed incorrectly? You can contact our customer service to have this rectified.

An item is out of stock when will you be getting more?
We encourage you to enter your details into the ‘Notify me when this product is available’ section so that we can email you when the product is either available, on pre-sale or soon to be available. If the item is a garden furniture set, it is very likely that we will be doing pre-sales within the summer period.

My order hasn’t arrived, what should I do?
If you are still within the time scale advertised on the product page, there is nothing to worry about. Our couriers may take a few days to update the delivery status on their tracking system, but most of our deliveries are being delivered on time.

If you are a day after the time scale advertised on the product page, we suggest that you contact our customer service team so that they give you more information, or investigate this with our courier.

Once we inform our courier that the item hasn’t been delivered they will do a thorough warehouse search to retrieve your order. If the courier advises that they haven’t been able to locate the item then the rest of the investigation will be done separately and we will be able to offer you a suitable resolution.

Items with a longer lead time - what to expect.

If you have ordered an item from Laura James that is not yet in stock due to new seasonal availability and/or is a made to order item and/or a product due back in stock, then we ask that you refer to you order confirmation regarding delivery dates. Please note that on occasion we may experience delays beyond this date due to fabric delays and supplier issues which are out of our control. We will of course keep you up to date on all delays, in the unlikely event that they should occur. 

Delivery FAQs

What happens after I’ve ordered? Who contacts me and when? 

Upon ordering, you will receive email confirmation from Laura James. If you don’t receive this within 10 minutes, please check your junk/spam folder. Please contact our team if there is still an issue. 

Specific delivery information is confirmed on each product page so please check there.  

We will stay in touch and let you know if there are any updates with your order, or if anything changes with your delivery date. Otherwise, you can expect the product on the “get it by” date to your postcode location. 

What if I order multiple items with different “get it by” dates? 

Some items have a longer delivery timeframe than others, due to the delivery service or because they are on presale. We will hold the entire order back to the latest “get it by” delivery date, so you receive all items at the same time. 

However, if you would like to receive any product earlier, please contact here us to request earlier delivery. Our team will arrange this right away. 

I have just placed my order, when will I receive it? 

You can find your delivery time scale on the product page by clicking on the tab ‘Delivery Time’.  

The delivery date range for an item has changed, does it mean my order is delayed? 

Unless we have contacted you, this date has not changed for your order. Any new delivery dates that appear on the item after you have placed your order are only relevant for new customers. We will dispatch your order once our stock has been booked into our warehouse and delivery will occur within the date range as originally stated at your time of purchase.