Customer Help Center

Should you need to email us - we aim to reply in 72 hours but please be aware we DO NOT work weekends:

All Customer Service  - support@lucylocketloves.com

If you need to cancel an order please mark URGENT in the subject line.

If you are speaking to us about an existing order please always send us your order number to make this as swift as possible to deal with.

Our company address is:

Lucy Locket Loves

Suite 2, Brunel House

Hathersage Business Park

Hope Valley

S32 1DP

When you complete a purchase you will receive an email or SMS confirmation. 

This should outline the full details of your order, including your order reference number. 

You will need your order reference number to help us quickly resolve any questions you may have so please keep this to hand if you contact us. 

If you order multiple times in one day we cannot combine postage on items as we are now dealing with such a high level of orders it’s impossible to track and do. 

We are sorry if you fail to input your discount at checkout we are unable to refund the difference due to how our system works and for VAT purposes.

We can only cancel and fully refund your order if it has not already been fulfilled and shipped.

If you need to cancel an order please contact us as soon as possible and mark URGENT in the subject.

Not necessarily - when we have free gifts in stock we try to send a free gift with around 1 in 5 orders however this is at our discretion. 

No - free gifts do not form part of your order, they are given at our discretion when stock is available. 

We do not accept exchanges on free gifts.

Most orders will be shipped out within 1-5 working days (Mon-Fri). 

Once you receive your dispatch confirmation e-mail they are sent on a Royal Mail 48 service which usually arrives within 3 working days although at peak times like our current pandemic this can take longer and is in Royal Mails control after it leaves us. 

Please give the item 10 working days from dispatch before contacting us. 

If your order has not arrived in a reasonable amount of time (Royal Mail advise 10 working days) please make us aware, and we will check the status of your order. 

Contact us on support@lucylocketloves.com and we will be able to help you.

Please wait 10 working days before contacting us especially in the current climate where royal mail are at capacity.

Once the item has left us it is in the control of Royal Mail.

Shipping to the UK is always £3.20 regardless of the size of your order. 

Orders over £30 to the UK are eligible for free shipping 

**Please be aware this may NOT be able to be used in conjunction with any other offer as only one voucher code can be applied at a time. 

We currently use Royal Mail International Tracked for all of our orders outside of the UK. Due to recent changes in tax laws, there have been changes in import VAT and duties to be paid.

If the value of the order is €22 or below, there will be no extra costs to pay. Anything above €22 will be liable to pay import VAT and/or duties. These import costs are the customers responsibility and the costs will need to be paid to the courier.

If items are listed as "out of stock", there is nothing we can do as it means we do not have them to sell. 

Please be aware our designs constantly change and we only offer a limited volume. You can sign up for an alert should it come back in stock - just select the size and length required and then insert your email address. 

To ensure you get the design you want, please follow us on social media for announcements of new stock and updates.

Unfortunately not - the demand for our items is very high but we only stock a limited number of garments. We are committed to regularly bringing out new designs whenever possible and nearly all designs will not be stocked again. 

We pride ourselves on catering to the widest range of sizes available, currently we stock sizes 6 - 26. 

If items are not available in your size it is most likely that we have sold out. 

Keep an eye on the website to bag designs in your preferred designs!

Yes - you can find our full sizing chart here...

Locket Loves Sizing Chart

Please also see individual items as these sometimes have further sizing details. 

We regularly change and develop our products behind the scenes to make sure we offer the best possible fit and feel.

This does mean that sometimes between your order the sizing chart may have been tweaked or two items don't fit exactly the same although they are considered the same size.

If you are unhappy with your purchase for any reason please contact the team on - support@lucylocketloves.com and we can help assist you. 

On the cart page where you review your order, you can click the words LEAVE A NOTE. This will open a box where you can leave notes for the Lockets as well as special instructions for us. 

We encourage all customers to leave a note to say hello and tell us more about yourself!

Subject to some exceptions, we are happy to exchange or refund your purchase within 28 days of shipping.  

Your 28 days starts from the date the item is shipped. 

We DO NOT offer a free returns service.

Please choose the most appropriate postage to send them back to us, we do not cover return postage costs.  For safety we advise sending the item back to us by tracked post.  Please be aware that we are not liable for loss of items posted back to us, the onus is on the Customer to choose the appropriate postage for their item.

Shipping/Handling charges to return items to us are non refundable, except in the case of faulty items.

Unwanted items must be returned in a fully resaleable condition and any tags must be intact and still attached to the item as per the explination on the tag.   

Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or a mark.  This also applies to pet smells/hair and cigarette smoke.  When trying on leggings please also remember to wear underwear.

We reserve the right to refuse an exchange or refund if the goods are not returned in a saleable condition or are damaged. 

You can return for a refund / exchange (see note below re exchanges) or credit note.

Please be aware if you request an exchange where we do not have the stock available you will automatically be issued a refund. 

Please fill in the returns part on the invoice enclosed with your order and return to: -

Lucy Locket Loves

Suite 2, Brunel House

Hathersage Business Park

Hope Valley

S32 1DP

If you do not have the returns part please contact us on support@lucylocketloves.com for more information. 

If your item is faulty or you need to discuss your refund or exchange please contact us as soon as possible on support@lucylocketloves.com 

For anything else customer service please use support@lucylocketloves.com and the locket team will help you as swiftly as possible

When items are returned we aim to deal with them within 10 business days from arrival with us.

Please be aware at peak times this can take longer. 

We can offer a refund, credit note or exchange.

Please be aware if the item you request to exchange for is no longer in stock our end you will be issued a refund. 

If you are desperate for an item we do advise purchasing this and requesting a refund on returned items.

Please choose the most appropriate postage to send them back to us, we do not cover return postage costs.  For safety we advise sending the item back to us by tracked post.  Please be aware that we are not liable for loss of items posted back to us, the onus is on the Customer to choose the appropriate postage for their item.

Unwanted items must be returned in a fully resalable condition and any tags must be intact.  

Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or a mark.  This also applies to pet smells/hair and cigarette smoke.  When trying on leggings please also remember to wear underwear.

We reserve the right to refuse an exchange or refund if the goods are not returned in a saleable condition or are damaged. 

Please fill in the returns part on the invoice enclosed with your order and return to: -

Lucy Locket Loves

Suite 2, Brunel House

Hathersage Business Park

Hope Valley

S32 1DP

If you do not have the returns part please contact us on support@lucylocketloves.com for more information. 

If your item is faulty or you need to discuss your refund or exchange please contact us as soon as possible on support@lucylocketloves.com 

For anything else customer service please use support@lucylocketloves.com and the locket team will help you as swiftly as possible

Please contact us with pictures as soon as possible on support@lucylocketloves.com and the Lockets will help deal with this as swiftly as possible. 

Due to the fact that the headbands, multiuse and face coverings for sanitary and hygiene reasons, we do not accept returns or exchanges on these products.

Christmas Returns
We've extended our Returns Policy for Christmas 2020. Orders placed from 01 November 2020 - 24 December 2020 can be returned up until 15 January 2021, for a full refund back to your original payment method.

Subject to some exceptions, we are happy to exchange or refund your purchase within 28 days of shipping.  

The 28 days starts from the date the item is shipped. 

Please choose the most appropriate postage to send them back to us, we do not cover return postage costs.  For safety we advise sending the item back to us by tracked post.  Please be aware that we are not liable for loss of items posted back to us, the onus is on the Customer to choose the appropriate postage for their item.

Unwanted items must be returned in a fully resalable condition and any tags must be intact.  

Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or a mark.  This also applies to pet smells/hair and cigarette smoke.  When trying on leggings please also remember to wear underwear.

We reserve the right to refuse an exchange or refund if the goods are not returned in a saleable condition or are damaged. 

Please fill in the returns part on the invoice enclosed with your order and return to: -

Lucy Locket Loves

Suite 2, Brunel House

Hathersage Business Park

Hope Valley

S32 1DP

If you do not have the returns part please contact us on support@lucylocketloves.com for more information. 

If your item is faulty or you need to discuss your refund or exchange please contact us as soon as possible on support@lucylocketloves.com 

For anything else customer service please use support@lucylocketloves.com and the locket team will help you as swiftly as possible

All items should be washed at 30 degrees and left to hang dry in order to keep them looking great.

We also advise NOT to use fabric conditioner especially on our activewear as this is moisture wicking.  

Currently we have no intention of bringing back sales of "preloved" leggings. This decision has been taken as it caused an administrative nightmare in customer service.

However we advise looking on eBay and Facebook marketplace

We would like to remind customers that actual colours of garments may vary slightly. It's important to recognise that products can vary from what they appear on a computer monitor. 

Please see our:

https://locketloves.com/pages/product-colour-disclaimer

Staff & Community member relationships

We operate a zero tolerance policy for verbal abuse or bullying against all of our community members and staff.

All members should treat our community and staff with courtesy at all times.

We take all bullying, threatening language and abuse seriously. 

Should a community member act in a manner which is considered to be any of the above all necessary steps will be taken to protect fellow community members and staff of Lucy Locket Loves .

If this escalates will be reported to the relevant departments. 

If you wish to discuss any of the above - please conatct us on support@lucylocketloves.com