Customer Service

At L.A. Brook we are proud of our reputation for excellent customer service.

Complete our online returns form - the simplest and quickest way to submit your returns request.

Alternatively you can speak to us on 01924 277 026 or e-mail us at

You may find the quickest solution to your query or problem can be found by checking our list of frequently asked questions...

What are your business hours?

Our office hours are 8:30am to 5:30pm Monday to Friday.

What day is delivery due?

Following receipt of your order, confirmation of delivery will be forwarded to you.   If an order is placed before 4pm orders will be delivered the next day.

Any deliveries to Eire and the Scottish Highlands are on 2 day delivery.

I may not be available when you try to deliver

Our standard times of delivery are between 8.30am to 5.30pm Monday to Friday. Please advise us of any special requirements of delivery when placing your order.  Where possible please provide a contact name and telephone number if delivering to a customer, this will assist the courier should they have difficulty in delivering the goods. Failed deliveries where no one is available to receive goods will be subject to a surcharge. 

Who delivers my order?

We use 2 carriers, Interlink for parcel deliveries and Pallet-Force for pallet deliveries, depending on the size of the consignment & your location will determine which carrier is used. All of our carriers are committed to providing you with excellent reliability of delivery.

What are your Carriage Terms?

Carriage paid terms are:-

  • £200 Nett to UK Mainland
  • Carriage & Packing £6.95 (£4.95 if ordered online) on order under £200 nett.
  • Delivery direct to customer £7.95 (£5.95 if ordered online) There is a minimum order value of £35 nett for direct deliveries to customer’s customer. £400 Nett to N.Ireland, C.Isles & I.O.M £25.00 for orders under £400. For Southern Ireland (Eire) orders under €500 will be €40 or £31.25.
  •  Orders under £200 to the Scottish Highlands will be £25.

How do I track my delivery

You can track your deliveries on our website.  Should you require any assistance please contact the sales team on 01924 277 026.

Is it in stock?

The website will show stock availability for all items. If the item is out of stock, you will see the next due delivery date into Nevilles warehouse.  Where possible an alternative product will be offered on the website should there be an out of stock item/product.

Can I have a sample?

We provide free of charge samples delivered on a next day basis.   You can order samples on our website.

I've had the wrong goods delivered, what should I do?

Any returns need to be reported to our Customer Services.   This should be done via Returns tab, or should you not have access to the website please email

The goods you have sent me are damaged

Please click on the Returns tab on the website and fill out the form within 24hrs. Notification outside this timescale cannot be credited.  Where possible, please provide some supporting evidence; for example, a photograph. This helps us to see what the issue is and resolve it as quickly as possible.

We cannot accept liability for damaged goods which are sent on through your own carriers or other form of transport.

What is your returns policy?

All returns are discretionary. A restocking charge of 15% of the goods or 15 whichever is the greater will apply to any authorised returns.

If goods are not returned within 14 days they will no longer be eligible for credit.

The goods are faulty, what should I do?

Please click on the Returns tab on the website and fill out the form to make arrangements for repair/replacement.  All faulty goods are checked by our qualified Quality Assurance team.

I have a shortage on my order?

All shortages should be reported within 3 days in writing.   This can also be done on the Returns tab.

Can I access my invoices/statements on line?

If you go to Your Account tab you can access your statements and print invoices from here.

If I fill up the 'Quick Order' online form completely, how can I enter a second page of product codes to my order?

Once you have entered your first page of product codes in Quick Order Entry, click on the 'add all items to basket' button and then, when you have been taken to the 'View Basket' page, simply click on the 'Quick Order' button on the top menu.


All our Sales Team will be happy to help with any queries that you have with our website.