FAQ

Please go to ‘My order’, log in and select the order you'd like to track, then click the 'Track shipment' button. If the tracking button doesn’t show any updates or is blank, there may be a delay with the update of your tracking – don’t worry, it’ll update soon up to 3 days processing days. Please allow until the estimated delivery date for your order to be delivered.

You’ll find the estimated delivery date in your Order Confirmation email or by checking 'My Orders'. Please note that this date is an estimate, so your order may arrive before, on, or slightly after your estimated delivery date on peak seasons.

• If your order hasn't arrived on the specified delivery date, we recommend taking the following steps
• Check with the Carrier: Sometimes, the carrier may have left a contact card if there was an issue with the delivery attempt. Contact the carrier to inquire about the status of your delivery.
• Allow 7 Days: Please allow up to 7 days from your delivery date after receiving your shipping confirmation email for the parcel to arrive. In some cases, deliveries may experience minor delays.
• Track Your Parcel: You can track each parcel separately using our virtual assistant on the website. Simply ask the virtual assistant, "Where is my order?" and enter your order number for updated order information. You can also do this by clicking on the link provided in your email.
• We appreciate your patience during the delivery process. If you haven't received your parcel even after 7 days, please don't hesitate to reach out to our Customer Care team for assistance.

Sorry, but currently, we only ship to England, Scotland, Wales, and Northern Ireland. Shipping costs will apply and will be added at checkout. For more details, please check our delivery information or contact our customer service.

How do I return an item?

Please check ourRefund Policy

Place your order again

If your payment has been declined, then you'll need to place your order again. We're not able to help once the payment has been declined.

Make the relevant checks

To help ensure your order is not declined when placing a new order we suggest checking the following:

• Check the card details to make sure the information is correct, e.g. the expiry date or your billing address.
• Make sure you enter the security code correctly - that's the three-digit number on the back of your card.
• Your card issuer may have declined your payment. it's best to check with them or contact your bank if you keep having the issues.

If you've checked all of the above, try paying with another card.

If you haven't reached the 'Thank you' page after making the payment, it typically indicates that the order failed to process, and you won't receive an order confirmation. You might notice that the money has been deducted from your bank account and appears as 'pending.' Rest assured, these funds will be released, usually within up to 5 days, although the exact duration depends on your bank.

Please email us with the subject line "No Order Confirmation, Payment Pending" and include your account name, delivery postcode, and purchase amount. We'll get back to you soon.

You will receive the discount code via email once you subscribe to our newsletter and confirm your email. Please check your inbox and spam folder for any potential delays. If you haven't received it after 24 hours, please send an email to us with the subject 'First order code.' We'll get back to you soon.

If you reached the 'Thank you' page after making the payment, it may be due to an incorrect email address or checking out as a guest. Please email us with the subject line "No Order Confirmation" and include your account name, delivery postcode, and purchase amount. We'll get back to you soon.

Your order may be cancelled for various reasons, including

• Payment Issues: If there are any problems with your payment, such as insufficient funds or issues with your payment carf, the order may be cancelled.
• Stock Availability: Sometimes, items in high demand may go out of stock before your order is processed. In such cases, the order cannot be fulfilled.
• Address Issues: If there are issues with the shipping address provided, it may not be possible to deliver the order.
• Fraud Prevention: To protect customers, we have fraud prevention measures in place. If your order triggers these measures, it may be cancelled.
• System Errors: Occasionally, technical glitches or errors may result in order cancellations.

If your order is cancelled, you will typically receive a notification via email, and any payment made will be refunded. You can contact our customer support for further assistance or to resolve any specific issues related to your cancelled order.

There are varying time limits in which you can cancel your order. You have 20 minutes after completing your order to cancel it. Please send email with title 'Cancel order - order number to us and tell us the reason for cancellation. Please use the title as suggested so that we can cancel it before processing.

We can't do the cancellation if your order had been processed. Once your item has arrived, you can request a refund and then send it back.

For more information, please check our Refund Policy.

Simply create an account with us, and you will automatically be enrolled in our LG H&H Shine Loyalty Program.

Shine Points are fully rewarded 7 days after a successful dispatch. They will show as pending in your account until that time. We allow for 7 days in case you need to return anything from your order.

Log in to Your Account to see your Shine Points balance. You’ll see the points which can be used right away, as well as any pending points. Pending points will become active after 7 days of completing your purchase.

Log into Your Account and head to the LG H&H Shine loyalty area. You’ll be able to see the Shine Points available to redeem, plus a number of +Credit options ranging from £5 - £25. Select an amount you wish to redeem. The +Credit you’ve chosen is then automatically added to your account. Shop away and make sure to apply the credit at basket! Your credit expires are 30 days of being converted from points.

If you're using a promotional code with your order, the Shine Points you earn will be based on your final order value, once the promotional code has been applied.

You will NOT earn Shine Points on any orders that go through Guest Checkout, and your points will not be added retrospectively if you joint a LG H&H shine loyalty program later.

Simply leave reviews on products you have purchased. We’ll reward you with up to 10 Points for every review left.

To receive your birthday gift, ensure that your Shine Program Profile is completed before the 1st day of your birthday month. We will send you a voucher or a free gift to your address. A code for your birthday gift will be emailed to you at the start of your birthday month. You can use this code to redeem your birthday voucher order on LG H&H. The code can only be redeemed in a single purchase and will expire at the end of your birthday month.

Keep an eye on your emails! We’ll let you know of any upcoming events throughout the year.