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Orders, Collections, Deliveries and Returns Policy

Ordering and sending keys

If you are sending your keys to be cut, you must follow the below procedures to protect the security of your keys. Please:

  • Do not send your keys to us with your address in case the post is lost or becomes compromised.
  • Ensure that the keys are registered prior to sending them in  
  • Enclose your emailcontact number and Order Number inside the package.

Keys will not be cut if we do not receive valid authorisation by a named person on the account and we have not received payment for the service.  Non-registered keys will not be cut, in line with our Key registration procedures.

We cannot be held responsible for any package that is tampered with or goes missing on route to us.  Postage received by Banham will be signed for by a member of staff giving their name (Due to COVID restrictions at this time packages are not being signed for).  We cannot be held responsible in the event that Royal Mail or your courier service deliver your package without being signed for, nor for the condition of the package upon receipt.


Orders placed for collection will usually be ready for you to collect within 3 - 5 working days, and you will receive an email from Banham when your order is ready to collect.  If you attempt to collect your order before receiving our email, your goods will not be available.

Delivering your keys or orders for stock to you

Our aim is to dispatch all orders placed before 2pm (Monday-Friday) within 48 hours of receiving the order, subject to stock availability and security checks.  Orders placed after 2pm or at weekends will be processed the next working day.   

For UK orders, goods should normally be received within 5 working days. Larger and bespoke orders may be subject to increased delivery times.   

We are currently only offering online shipments to the United Kingdom. Overseas orders can be placed in special circumstances; contact our trade team at to find out how.   

To help ensure the safe delivery of your orders we use DPD Courier. DPD may deliver a shipment to any other person appearing to have authority to accept delivery of the shipment on your behalf (such as other persons at the same premises).  If no such person is available, the package may be left in your letterbox (if suitable) or delivered to a neighbour unless specifically stated at the time of authorising key cutting.  Should the courier fail to deliver a package as specified, we will investigate this with DPD and claim as necessary.  All claims must be notified in writing as soon as reasonably practicable and in any event within 7 days of receipt in the case of damage (including partial loss of shipment), in the case of loss within 45 days of the goods being consigned for carriage.  Banham shall not be liable to any party for any actual or alleged indirect or consequential damage or loss arising from breach of contract, tort or otherwise; or any loss of profits, anticipated profits, anticipated savings, loss of good will or loss of business opportunity, whether such losses are direct or indirect.   

Any claim made for loss or damaged keys in transit would not cover the cost of replacement cylinders or locks. Any claim raised and upheld will not imply any obligation to Banham to offer anything more than a refund of the keys; Banham will not bear the cost of any associated products that may be compromised.  

In the event of any claim for loss of stock, we will endeavour to deliver your goods to your delivery address as soon as possible or you may cancel your order and obtain a refund. 

If products are returned to us as undeliverable, we shall refund the price of the products less postal and administrative costs. For security reasons, overseas orders will only be delivered to the cardholder's billing address. 

We do not deliver to PO Box numbers. 

DPD Terms & Conditions can be found at

Returns Policy

Please note you are only eligible for a refund if all of the following are true:

  • It has been within 28 days since you received your goods
  • Your goods have not been damaged in any way
  • The original packaging is undamaged
  • Your item has not been made bespoke or been personalised for you in any way 
  • The contents of the Website do not constitute advice and should not be relied upon in making or refraining from any decision 

How to Create a Return

Please note you are only eligible for a refund if all of the following are true:

  • Go to the Orders tab on your customer account dashboard. 
  • Find the order you wish to return and click View Order.
  • Now press Return and add the relevant products to your return request
  • Submit your request and wait to be contacted by Banham.   
  • If you do not have a Banham account but wish to return your order, you can do so here.

Banham Returns Form

Please click here to download our Banham Returns Form. In order for your return to be eligible, this form must be filled out and included within your shipment back to us.   

Why can bespoke items not be returned?

All bespoke or customised items are not eligible to be returned, as they have been specifically produced for you to match your requirements.  This can include safes or locks passed / matched to specific keys.

Banham Security reserve the right to:

  • Change the prices indicated without notice.
  • Change or remove (temporarily or permanently) the details on our Website or any part of it without notice and you confirm that Banham Security shall not be liable to you or anyone else for any such change or removal.
  • Change these Terms of Use at any time, and your continued use of the Website following any changes shall be deemed as your acceptance of such change.   
  • Submit your request and wait to be contacted by Banham.   
  • If you do not have a Banham account but wish to return your order, you can do so here.

Faulty item?

If you find that your item is not working as intended, please do not hesitate to contact us at Please quote your order number in the subject line and a brief explanation of your issue.