Brexit and it’s affect on deliveries to EU/EEA countries

Following the United Kingdom’s exit from the EU (“Brexit”), deliveries to EU countries from our Chesterfield warehouse are subject to some new formalities from January 1, 2021. A Brexit agreement between the EU and UK means that no new customs duties will apply to your purchase from our webshop whether you’re in the EU or UK. The VAT (value added tax) that all purchases in EU countries continue to be subject to, will be charged at the point of sale thanks to the new full service delivery options that we have introduced together with DPD. If you have been charged customs fees for deliveries in the EU please contact us at [email protected].

Deliveries to Norway are now also covered under the VOEC scheme and will be charged VAT at the point of sale. No duties or taxes will be charged on entry.

Can I pre-order an item?

If the product is described as a pre-order item, yes. You can pre-order the item. It will be delivered as soon as we get the item in stock. If you place an item in your basket that is on pre-order, we will wait until all the items are in stock before shipping this out to you.

Can I amend or change my order?

In most cases you can, unless your order status is set to “completed” or your order was placed after 14:00 on a Friday as our Customer Service is closed on Saturdays & Sundays. If you need to contact us, please submit our contact form.

There are items missing from my order, what do I do?

Contact us by submiting our contact form with your order number and details of what is missing.

Where can I find my order history or invoice?

If you’ve created an account with us, click the my account button at the top right-hand corner of the page to sign in (if you haven’t already). Once on the dashboard, open your orders by clicking the orders button in the menu on the left side. You will now be able to view all of your purchases at Lattice Training. To access further information about an order (e.g. billing information, delivery address, etc.), click on the order number. If you don’t have an account with us, please submit our contact form, quoting your order number, and we will get back to you with the information you have requested.

Flat rate delivery?

We offer a flat rate delivery charge for all orders to UK addresses. Nearly all our customers in the UK get their packages within 2-3 working days once we’ve accepted and dispatched your order, but due to fluctuations in demand your order may take longer to arrive.

How can I find my tracking number?

Once your order is completed and on its way to you, an email will be sent with your tracking information. In case this is not received please check your account using the my account button at the top right-hand corner of the page to sign in (if you haven’t already). Then select “Orders” from the menu. Click on the relevant order number and check your order updates for a link. If you checked out as a Guest, feel free to submit our contact form and we will send you the tracking info.

Worldwide shipping?

We try and expand the countries we ship to on a regular basis. To check if we ship to your country, please try adding a product to your cart and see if there are shipping options available.

Orders from outside the UK typically arrive in 4-7 working days from when we have accepted and dispatched your order, but please note that delays caused by the customs clearance process in the destination country are outside of our control. If your order still hasn’t arrived 20 working days past your due date, please submit our contact form.

Please note that local tax and customs duty may be applied to your order which are not the responsibility of Lattice Training. For full details please consult your local customs office. You can find out how much import duties are with this great free calculator here.

Do you deliver to PO boxes?

UK – we ship to Royal Mail PO boxes, however, this is not possible for flex mats, as they are too large and will not be accepted by Royal Mail.

Outside the UK – unfortunately, we are unable to ship to PO boxes outside of the UK.

Do you deliver to military addresses?

If you want your order shipped to a military address, please contact us before placing an order as we may be unable to ship to your address.

Do you charge sales tax on your orders?

Taxes (VAT) are included for orders delivered to countries inside the UK and EU. For USA, and non-EU countries in Europe, prices do not include sales taxes. Where available we aim to take advantage of existing treaties that allow hassle-fee import of products also to non-EU countries outside the UK. However, in most non-EU countries there will be Customs Clearance Fees depending on the country and the value of the order. These are charged by customs or the shipping service for processing the importation of your order and will not be paid by Lattice Training.

Where is my order shipped from?

We ship all of our orders from our warehouse, which is based in Chesterfield, UK.

Why do my purchases sometimes arrive in boxes, sometimes in jiffy bags and sometimes in bags?

We always try to optimise our packaging. Depending on the item(s) we may pack your order in a Jiffy bag, a box or a plastic bag. We do this for three reasons: the best-fit packaging is usually the most cost-effective and space efficient, this keeps our postage costs as low as possible. With smaller packages there is a better chance that your order will fit through your letterbox, avoiding delayed deliveries and repeated delivery attempts. Smaller and more compact parcels take up less space in cargo holds reducing the fuel required to get them to you!

Can I change my delivery address after my order has gone through?

We will send you an email when your order has been dispatched. If you’d like to change your delivery address before you receive this email, get in touch with us by submitting our contact form.

If your order has already been dispatched and you’d like to change the delivery address, it’s best to contact the shipping provider directly. You will need your tracking number, which can be found in your dispatch email (check your spam folder if you can’t find it).

I haven’t received my order and it’s after the scheduled delivery date, what should I do?

First check the status of your delivery on the shipping provider website, as it might just be unexpectedly held up. Your tracking number can be found in your dispatch confirmation email (check your spam folder if you can’t find it). If your order still hasn’t arrived 20 working days past your due date, please submit our contact form.

I received the wrong item or a damaged parcel, what should I do?

If you have received a wrong or incorrect item, please contact us within 30 calendar days, and we will happily arrange a return or refund for you. Please submit our contact form explaining the situation, and we will get back to you as soon as possible with a solution.

In the event that you receive your parcel and find the package to be damaged or in an unacceptable condition, please refuse it. It will then be sent straight back to us. If you accept the parcel, you will be responsible for it, and no claim can be made.

How do I return or exchange an order?

If you wish to return or exchange an item ordered from our webshop, please follow the instructions on our returns policy. Exchanges from a non-EU country in Europe and other international deliveries may be subjected to Customs Clearance Fees again depending on the country and the value of the order.

How do I return from outside the UK?

Please make sure to check the box “return merchandise” on the post office document when sending your parcel back and enter the minimum value for the products as we will be unable to pay import tax on our end.

My refund is not showing up in my bank account, what do I do?

If we have let you know that we’ve refunded you, don’t worry – it’s on its way! We aim to have all returns processed within 5 working days of receiving them.

Did you receive my return?

If you’ve returned an item and not contacted us, please submit our returns form. Any orders returned without notification will not be processed.

How long do refunds take?

We aim to have all returns processed within 5 working days of receiving them.

Faulty Products

While we have stringent quality control procedures to prevent faulty equipment leaving our warehouse, we’re only human, and mistakes are made from time to time. If the product you purchase is faulty, we may offer a repair, exchange or refund as appropriate in accordance with your consumer rights.

If you have an issue with any of our products purchased via our website please contact us immediately with a picture of the item at [email protected].