Order FAQs

Customer Care

How quickly will my order arrive?

We offer a range of delivery services so you can choose the one that works best for you.

Dispatch times:

  • Next Day or Express Services — Orders placed before 2pm (Monday–Friday) are aimed to dispatch the same day
  • Standard Services — May take up to 2 working days to be picked and dispatched

Delivery options include:

  • DPD Ship to Shop – £2.99 (3–5 working days)
  • Evri Standard UK Shipping – Free or low-cost (3–5 working days)
  • DPD Standard Delivery – £3.99 (3–5 working days)
  • DPD UK Express Shipping – £5.99 (1–2 working days) – order by 2pm
  • Evri ParcelShop – £2.99 (3–5 working days)
  • Royal Mail 2nd Class (Untracked) – economy service, delivery time varies

Delivery times begin once your order has been dispatched, and vary based on the service selected and your location.

You’ll see all delivery options and pricing during checkout, along with tracking where applicable.

Need it urgently? Choose DPD UK Express Shipping at checkout for the fastest delivery.

How will I know you received my order?

You’ll receive an order confirmation email within a few minutes of completing your checkout. This confirms we’ve received your order and includes:

  • Your order number
  • A summary of the items purchased
  • Your chosen delivery option
  • Your shipping address
  • A VAT-inclusive breakdown of your total

Once your order has been dispatched, we’ll send a second email confirming that it’s on the way. This email will include:

  • The delivery carrier and service (e.g. DPD, Evri)
  • A tracking link (if applicable)
  • A copy of your delivery details
My order hasn’t arrived. What should I do?

If your order hasn’t arrived within the expected delivery window, don’t worry — we’re here to help.

First, check your tracking:

You’ll find a tracking link in your dispatch confirmation email. Use this to:

  • View the latest status from your selected carrier
  • Rearrange delivery or provide additional delivery instructions if needed

Still not resolved?

If:

  • Your tracking hasn’t updated in several days
  • The carrier says the parcel was delivered, but you haven’t received it
  • It’s been more than 5 working days since dispatch (UK orders)

Please email [email protected] with:

  • Your order number
  • A brief explanation of the issue

We’ll contact the courier on your behalf and work to resolve the situation as quickly as possible.

Very occasionally, parcels may be delayed or lost in transit — if this happens, we’ll keep you updated and ensure a suitable resolution.

What is LEKI’s refunds and returns policy?

If you’re not completely satisfied with your order, you can return or exchange it within 30 days of purchase.

To start a return:

Go to leki.co.uk/returns

Complete the online returns request form

Returns must be:

  • Unused and in new condition
  • In the original packaging
  • Suitable for resale

Please note:

Returns outside the UK may be accepted beyond 30 days at our discretion

Orders cannot be changed or cancelled once dispatched

Refunds:

Issued to the original payment card

May take 14–21 working days to appear in your account (this depends on your bank or card provider)

If you have any questions, email us at [email protected]

What payment methods do you accept?

We accept a range of secure payment options on leki.co.uk, including:

  • Visa (Debit & Credit)
  • Mastercard
  • American Express
  • PayPal
  • Klarna (Pay later — subject to eligibility)
  • Apple Pay (on supported devices)
  • Google Pay (on supported devices)

All payments are processed securely via Adyen, a leading global payment platform that ensures your card and personal information are encrypted and protected.

Please note:

We do not accept cheques, postal orders, or cash

All transactions are processed in GBP (£) — your bank or provider will handle any currency conversions

Is it safe to use my credit or debit card online at LEKI?

Yes. We take your online security seriously.

Our website uses SSL (Secure Socket Layer) encryption, which protects your personal and payment information. When you reach the payment stage, look for the padlock icon in your browser — this means your connection is secure.

We guarantee that:

Your payment details are encrypted and processed securely

We never store your full card information

We are fully compliant with GDPR and PCI-DSS security standards

You can shop with confidence knowing your data is protected.

How do I contact Customer Service?

We’re here to help with any questions about your order, delivery, spare parts, or LEKI products.

Email us at: [email protected]

To help us assist you faster, please include (if applicable):

  • Your order number
  • A brief description of the issue
  • Any photos (for product faults, spare parts, or pole ID)

We aim to reply within 1 working day, Monday to Friday.

Returns Address:

LEKI Returns
ASI Ltd
Yard Road
Blairgowrie
PH10 6NW
United Kingdom

How do I request a repair under LEKI’s warranty?

For all LEKI warranty and repair requests related to poles purchased from our website, please email [email protected] with: 

Your order number 
A detailed and clear description of the issue 
Two product images

The overall condition of the pole (front view of the pole)
The specific issue with the pole 

This warranty period covers defects in workmanship and materials from the date of purchase on our site. 

The warranty does not apply to ordinary wear and tear (including but not limited to) damage resulting from the weather, abuse, incorrect assembly or installation, negligence, improper repairs, inadequate fit, alterations, modifications, snapped poles, if the product was used other than in the manner intended, or if the product was purchased from a third party seller that is not one of our authorized dealers. 

Important: Do not send your product in until we confirm whether it’s covered or repairable.
Our team will assess the issue and let you know the next steps.

All returns must be accompanied by a proof of purchase. 

Ardblair Sports Importers reserves the right to modify these policies.

 

If your LEKI product was purchased from a retailer (not directly from leki.co.uk), your first step should be to contact the store where you bought it. They are responsible for handling returns, exchanges, or warranty claims. 

What should I do if I bought a faulty LEKI item from another store?

If your LEKI product was purchased from a retailer (not directly from leki.co.uk), your first step should be to contact the store where you bought it. They are responsible for handling returns, exchanges, or warranty claims.

If the retailer is unable to help — or no longer exists — we’re happy to assist where possible.

To request help:

1.     Email [email protected]

2.     Include:

o   A copy of your purchase receipt

o   Photos showing the issue

o   A brief description of the fault

We’ll check whether your item is covered under warranty or can be repaired using spare parts. If it qualifies, we’ll guide you through the next steps.

How do I convert GBP Sterling into another currency?

All currency conversions can be performed free of charge here at XE

 

What do I do if I receive a faulty or damaged item?

We're really sorry if something wasn’t quite right with your order. We're here to put it right quickly and with as little hassle as possible.

Please email us at [email protected] with the following:

  • Your name and order number
  • A brief description of the issue
  • Clear photos showing the fault or damage
  • Whether you’d prefer a replacement or a refund

Once we receive your email, our customer service team will respond with the next steps.

If the item is confirmed faulty or incorrect:

  • We’ll arrange a free return or replacement
  • You won’t need to cover any return shipping costs
  • Refunds are processed back to your original payment method within 5–7 working days after return

Please note: If your item was purchased from another retailer, you’ll need to contact them directly for support.

Can I return a LEKI item purchased from another retailer?

No — if you purchased your LEKI item from another retailer (either in-store or online), it must be returned directly to the retailer you purchased it from.

Here’s what to do:

  • Contact the retailer where you placed your order.
  • They are solely responsible for processing returns, exchanges, and refunds according to their own policies.
  • LEKI UK cannot accept returns, offer refunds, or process exchanges for products purchased through other sellers.

 

Can I order from outside the UK?

Unfortunately, we do not ship outside the UK at this time.

Our website, leki.co.uk, currently serves UK customers only. This includes delivery, billing, and returns — all limited to UK addresses.

If you are outside the UK:

We recommend visiting LEKI's global website at www.leki.com to find your local distributor or retailer.

You can also use their Store Finder to locate authorised LEKI dealers in your country.

Can I change or cancel my order after placing it?

Once your order has been placed, we are unable to make any changes to it. This includes:

  • Adding or removing items
  • Changing item sizes, colours, or quantities
  • Updating the delivery address or method
  • Cancelling the order

Why?

Our system is designed to process orders quickly to ensure fast dispatch. Once submitted, orders are sent straight to our warehouse for fulfilment and cannot be intercepted or modified.

What can I do?

If your order has not yet been dispatched and you no longer want it, please email us as soon as possible at [email protected] — we may be able to prevent dispatch, but this is not guaranteed.

If your order has already shipped, you’ll need to wait until you receive it and then follow our Returns Process here:
www.leki.co.uk/returns

Do you offer bulk, team or trade orders?

Yes — we welcome enquiries for bulk orders, team kit purchases, and trade accounts.

These are managed separately from our main website, and we’re happy to assist you directly.

How to enquire:

Please email [email protected] with the following details:

  • The products and quantities you're interested in
  • Your organisation, club, or business name
  • Your contact information
  • VAT or company registration number (if applicable)
  • Intended use (e.g. team use, resale, event supply)

Our team will review your request and provide pricing, lead times, and next steps.

Can I buy gift cards or vouchers?

Yes — we offer LEKI Gift Vouchers that can be used on any purchase at leki.co.uk.

How to buy:

You can purchase them directly here:
Buy LEKI Gift Vouchers

Choose the value you’d like, add it to your basket, and checkout as normal. Gift vouchers are delivered by email and include instructions on how to redeem them at checkout.

Gift vouchers are valid for 12 months from the date of purchase and are a great option when you’re unsure of the exact product, size, or style.

How do I sign up for the newsletter and what are the benefits?

You can sign up for the LEKI newsletter using the following link:
Subscribe to our newsletter here

Benefits of subscribing:

  • Early access to new product launches
  • Exclusive promotions and seasonal discounts
  • Expert tips on gear care and product selection
  • Be the first to know about limited edition items or restocks

You can unsubscribe at any time using the link at the bottom of any newsletter email — but we think you’ll enjoy being part of the LEKI community.

Do you price match with other retailers?

We do not currently offer a price match guarantee.

LEKI.co.uk is the official UK retailer and distributor, and we aim to offer fair and competitive pricing on all products, backed by expert support, fast delivery options, and access to genuine spare parts and aftersales service.

If you’ve seen a significantly different price elsewhere and have questions, feel free to email [email protected] — we’ll be happy to help clarify if the product or offer is genuine.

How do I know if a retailer is an authorised LEKI stockist?

To ensure you're purchasing genuine LEKI products — with full warranty coverage and access to our expert support — we recommend buying from:

Why buy from authorised retailers?

  • Guaranteed genuine LEKI products
  • Full support for spare parts, repairs and warranty
  • Access to the latest models and official spares
  • Safe, reliable service and product advice
Can I visit your location in person or collect an order?

LEKI.co.uk is an online-only retailer and we do not have a public showroom or shop for walk-in purchases or collections.

All orders must be placed through our website and are delivered via the shipping method you select at checkout.