Customer Help Center

Should you need to email us (we aim to reply in 48 hours but please be aware we DO NOT work weekends):

All Customer Service  - support@lucylocketloves.com

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.

Should you wish to message us on Facebook (we advise email for a faster response):

www.facebook.com/locketloves 

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.

Not necessarily - when we have free gifts in stock we try to send a free gift with all 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 returns of exchanges on free gifts.

Most orders will be shipped out within 3-5 working days (Mon-Fri). 

The longest you will have to wait is if you order them Friday afternoon, which means they might not be sent from Locket HQ until the following Tuesday / Wednesday.

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 can take longer and is in Royal Mails control after it leaves us. 

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

Provided the order has been shipped and lost in the post, we cannot make a claim with the Royal Mail until 10 days from postage has passed. 

Contact us on support@lucylocketloves.com

Shipping to the uk is always £3.60 regardless of the size of your order. 

Orders over £50 to the UK are eligible for free shipping just use the code 50FREE at checkout.

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

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

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. 

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!

**CHRISTMAS RETURNS POLICY**

Christmas Returns
We've extended our Returns Policy for Christmas 2019. Orders placed from 01 November 2019 - 24 December 2019 can be returned up until 15 January 2020, for a full refund back to your original payment method.

Of course, you can - we have a 28 day returns policy from our shipping date.

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

All returned items must be inclusive of the tag on the inside and unworn. Also with original packaging.

You have 40 days to make us aware of any faults on items from our shipping date, anything after this is considered to be wear and tear and not considered to be a manufacturing fault. 

Please fill in the returns part on the invoice enclosed with your order. 

If this is lost please send to:

Lucy Locket Loves

Suite 2, Brunel House

Hathersage Business Park

Hope Valley

S32 1DP

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 in the next business day but at peak times this make take up to 5 working days.

If you haven’t heard from us we haven’t received it yet but we assure you when we do we will do.

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. 

You have 40 days to make us aware of any faults on items from our shipping date, anything after this is considered to be wear and tear and not considered to be a manufacturing fault. 

Due to the fact that the headbands are a hair product, for sanitary reasons, we do not accept returns or exchanges on these products.

Christmas Returns
We've extended our Returns Policy for Christmas 2019. Orders placed from 01 November 2019 - 24 December 2019 can be returned up until 15 January 2020, for a full refund back to your original payment method.

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

All returned items must be inclusive of the tag on the inside and unworn. 

You have 40 days to make us aware of any faults on items from our shipping date, anything after this is considered to be wear and tear and not considered to be a manufacturing fault. 

Please fill in the returns pay on the invoice enclosed with your order. 

If this is lost please send to:

Lucy Locket Loves

Suite 2, Brunel House

Hathersage Business Park

Hope Valley

S32 1DP

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 leggings 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 one 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