Customer Help Center

Should you need to contact us, all queries should be directed to support@lucylocketloves.com. We aim to reply to all emails within 72 hours, but please bear in mind that on occasion the volume of emails can prolong our normal response time. You will receive a ticket number reply to your initial email - if you do not receive a ticket number please be aware we may not have received your email so please make sure the initial email was sent.

Our customer service department does not operate on weekends or bank holidays, so please be aware you may not receive a reply until the start of the next working day should you contact on the weekend.

If your query is regarding an order you wish to cancel, please mark the e-mail URGENT CANCEL in the subject line. 

If you are contacting regarding an existing order, please quote your order number. This can be found either in your confirmation email or the invoice inside your package. This will allow us to assist you with efficiency. 

Should you need to contact us by post, or return any products, our company address is

Lucy Locket Loves

4a Callywhite Industrial Estate

Callywhite Lane

Dronfield

Upon ordering, you should receive an e-mail or SMS confirmation from us. This will outline the full details of your order and show the order reference number. If your order has already arrived, this order number will be in the top right hand corner of the enclosed invoice. 

We ask that you keep note of this order reference number, as it will allow us to assist with any questions you may have and resolve any issues if we are contacted regarding your order.

Unfortunately this is not possible due to the way the shipping is calculated. If you would prefer to cancel your orders and re-order the items together yourself, please contact us at support@lucylocketloves.com and mark your email URGENT CANCEL

We try to put free gifts into around 1 in 5 orders that are dispatched from our warehouse, however this is not always possible. We do this at our own discretion and is dependent on the amount of free gifts we have in stock.

If the desired discount code is not entered at checkout, we are unable to refund the difference. This is because discount codes cannot be retroactively applied on our system, and the VAT costs involved in refunding the difference.

An order can only be cancelled and fully refunded if it has not been fulfilled and shipped from our warehouse. If you need to cancel your order, please contact us and mark the subject line as URGENT CANCEL. We cannot guarantee that this cancellation can occur, especially at peak times.

Since free gifts are given at our discretion, we do not accept exchanges on free gifts.

Can I use more than one gift card at a time?

Yes you can, you will need to check out on the website to do this.

Can I use a gift card and a loyalty coupon code or a promotional code at the same time?  

Yes you can, you will need to check out on the website to do this.

How does the referral scheme work?

1.  Log in to your account and share your referral link with your friend.

2. Your friend should click the link, which will send them to our website.  A pop-up offering £5 off will appear on the screen.

3. An email address that is not linked to a Lucy Locket Loves account should be entered to redeem it.  A code for £5 off will display upon submitting the aforementioned e-mail address. The “apply code” button should then be pressed. 

4. Once your friend has checked out their order using this code obtained via your link, you will be credited with referral points. 

How can I see how many friends I have referred and how much credit I have?

You can log into your account at any time to view your credit.

How long does it take to receive my reward for a referral?

Rewards will be received within 24 hours of the dispatch date of your friends order.

Can my friend still take advantage of the referral scheme if they already have a Lucy Locket Loves account?

The referral scheme is only for new customers.  If someone already has an account, they cannot use the new customer referral discount.  

Can a Discount be applied after an order has been made?

No, the referral link and discount code must be used at the same time, on the first purchase when an account is made.  The points cannot be retroactively redeemed.

Can I use my points coupon codes along with other offer codes?

No, you can only use one code at a time.  You can use your coupon code alongside a gift card, you will need to check out on the website to do this.

How long are voucher codes valid?

Money off codes - such as £5 off, are valid for up to 6 months. Any other codes can be subject to stock availability and current offers and may be significantly less. Please contact support@lucylocketloves.com should you have any questions.

 

Note: Anyone deemed to be abusing the system will have their account frozen pending an investigation. 

Please email support@lucylocketloves.com should you have any queries.

We cannot apply the points made from one account to another.  This also applies to orders that have been checked out using a guest account instead of the main account. 

£5 referral vouchers are non-refundable.  They can only be redeemed on one order and cannot be refunded to the account should you cancel the order or return it. 

Any order which has used a Locket Perk voucher code on it can be refunded as follows. 

The Locket Perk code is averaged out over the entire order.  Should you return an item, you will be refunded the monetary value and points to the value of the item. 

E.g.

ItEm One - £10 

Item Two - £10

Item Three - £10

Item Four - £10 

Total £40 

If you use a Locket Perks code in the situation above, you would pay £30 plus your £10 voucher.  If you return one item from this order, you would be refunded £7.50 plus 250 points, as the voucher code is automatically applied and averaged out over the entire order. 

Please contact support@lucylocketloves.com should you have any questions regarding your Locket Perks Account. 

All of our UK orders are dispatched using the Royal Mail 48 or Royal Mail 24 Tracked shipping service depending on what you select at checkout, 24 should arrive in 1 working day and 48 in 2 working days to arrive from notification of dispatch. We aim to have all orders dispatched within 1-5 working days (Mon-Fri). 

Please bear in mind that due to matters out of our control, such as the strain put on postal services due to the COVID-19 pandemic, this may take longer than anticipated. Royal Mail advise waiting at least 10 working days from dispatch before contacting us regarding a missing order.

Once an item has been dispatched from our warehouse, it is in the hands of Royal Mail to deliver the order to you. Royal Mail currently advise to wait 10 working days before contacting us regarding any missing orders. Such queries should be directed to support@lucylocketloves.com and we will be able to assist you further in the matter. Please include your order number in your email.

Here are the costs of the shipping services we currently offer;

24 TRACKED (UNDER £40) - £4.25 24 TRACKED (OVER £40) - £2.50

48 TRACKED (UNDER £40) - £3.50

48 TRACKED (OVER £40) - FREE

*Please note that the free shipping over £40 only applies to physical items sent to us. This means that the total sum of the cost of items must be over £40, and does not apply to items like Gift Vouchers.*

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.

WITHIN THE EUROPEAN UNION - From January 2021, 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.

REST OF WORLD - Any import VAT and duties will be charged at a different rate depending on the receiving country. Please check the advice given on official governmental channels for advice on how these costs are calculated. These import costs are the customers responsibility and the costs will need to be paid to the courier.

If your desired item is listed as “out of stock”, we are unfortunately unable to sell you this particular item. We do not hold back any stock and all available stock will be online. 

We love introducing new designs and ranges, so as a result we can only offer a limited volume. Should you wish, you can sign up to an alert to notify you when your desired item is restocked - just select the size and length and provide your e-mail address and you will be contacted if it is restocked. 

Please beware that some popular items may have been returned and restocked, so despite receiving a restock notification, the item may have been purchased by another customer. 

For updates regarding incoming and returning designs, please check out our Facebook page for announcements.

Unfortunately in the interest of fairness due to consumer demand, we cannot reserve any design or style for anyone. We sincerely apologise if you are unable to get the product you would like, but we are committed to providing a variety of products and designs which may sometimes mean we are limited in the quantity we can provide to our customers.

We pride ourselves on our wide range of sizes we cater to, currently stocking from sizes 6-26. If we do not have the item in your size, it could be that we have sold out. Please see the previous 2 questions on advice to receive stock alerts and announcements of incoming designs and stock on our social media.

Our sizing chart can be found here. Some products have more detailed measurements in the listing description also. If you have any more sizing queries, please do not hesitate to contact us at support@lucylocketloves.com

Based on customer feedback, we regularly develop our products to ensure the best possible fit. This may mean, however, that items ordered from a different batch to your previous pair may have been tweaked slightly, although still classed within the same size range.

December 2021 update - Due to extensive feedback from our Customers and Product Testers, the casualwear is now all the same leg length, no matter which size you order. This means that the newer designs may come up shorter in the leg than the older ones. Please contact us before ordering if you are unsure.

If you are unhappy with your purchase for any reason please contact us on support@lucylocketloves.com  and we will be able to assist you.

On the cart page where you review your order, you can click the words LEAVE A NOTE or ANY INSTRUCTIONS on the app. 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 your item being 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.

Items can be returned as long as they are unworn, still tagged, in the original packaging and within the 28 day returns policy.

Items must be returned in saleable condition. This means no make up or deodorant marks, pet hair or strong smells such as food or cigarette smoke. We reserve the right to refuse an exchange or refund if goods are not returned in saleable condition or are damaged.

Please return them to:

Lucy Locket Loves

4a Callywhite Industrial Estate 

Callywhite Lane 

Dronfield 

S18 2XR

Please make sure the following is on your return slip so that it is clear to HQ once the parcel is received. If you do not have the original slip, please make a note on a separate piece of paper. If the item is not available for exchange you will be automatically refunded.

Order Number:

Reason for return:

Refund/Exchange for:

Please also be aware that some items are non-returnable.  More information can be found here: -

https://locketloves.com/apps/help-center#hc-why-can-some-products-not-be-returned-1

Lucky Dip items can be returned for a refund or gift card only.  No exchange is available on these items.  

Any questions regarding this please get in touch BEFORE sending items.  Our Customer Service Agents are available Monday-Friday from 9am-4pm on support@lucylocketloves.com 

When items are returned, we aim to process them within 10 business days of receiving the package. Please be aware at peak times this may take longer.  We can offer a refund, credit note or exchange, so ensure your request is clearly specified. 

As previously mentioned, if the item you request to exchange for is no longer in stock, you will automatically be issued a refund. We would instead advise you order the item you want prior to returning another item and request a full refund. This will ensure the item will not be out of stock upon our returns department processing your package.

If you have any queries regarding faults with an item you have received, please contact support@lucylocketloves.com and we will assist you in taking the best course of action to resolve the issue.

Due to the nature of some products (such as multiuses, locket knickers and sanitary pads), we are unable to accept returns on them on the grounds of hygiene and sanitary reasons.  

The only instances in which these products can be returned are as follows;

• A genuine manufacturing fault
• If a different design or size is provided to what was ordered and the garment is UNWORN 

Other exceptions may be made, but this is at our discretion and will be assessed on a case-by-case basis. If you would like to speak to a customer service agent regarding this, please contact us at support@lucylocketloves.com

Christmas Returns
We've extended our Returns Policy for Christmas 2021. Orders placed from 01 November 2021 - 24 December 2021 can be returned up until 15 January 2022, 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

4a Callywhite Industrial Estate 

Callywhite Lane

Dronfield 

S18 2XR

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

Our activewear are super-elastic and high-waisted, guaranteed to stay in place. It is a blend of comfortable, durable materials that gives them moisture wicking properties - as well as making them squat-proof! It also has a zipped pocket on the rear that will securely hold most smartphones - even larger smart phones.  They are perfect for exercise and intense activity.

Our casualwear have a standard legging waistband, super soft-touch material and a seamless stitch. They are perfect for day-to-day wear, whether paired with a t-shirt or a dress or to simply walk the dogs in. We don’t advise these leggings to be used for exercise.

All leggings should be washed at 30°C and left to hang dry. This will help your leggings to maintain their softness and stunning colours. We also advise NOT to use fabric conditioner, especially on our activewear as this can damage the moisture wicking properties.

“Pre-loved” leggings can be purchased on a number of second-hand selling sites, but we do not own or operate any such platforms at the moment and have no plans to. We are unable to deal with any queries or complaints about “pre-loved” leggings as they have been purchased through a third-party seller. Any problems should be directed to the seller on the platform used to purchase.

We would like to remind customers that actual colours of garments may vary slightly to what you see on your device used to purchase. This is due to the displays on certain devices, and may not accurately represent the true colour of the product in person. For more information, please check out this page.

We operate a zero tolerance policy for verbal abuse or bullying against all of our online community and staff members. All members of our online community should treat others with courtesy at all times. We take all bullying, threatening language and abuse seriously. Should anyone on any of our social pages 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, it will be reported to relevant authorities.  If you wish to discuss any of the above - please contact us on support@lucylocketloves.com

Customer Photos Page Terms & Conditions

By uploading your photo onto our Customer Photos page, tagging us in your photo on instagram using ‘@locketloves’ or using the hashtag ‘#lucylocketloves’, you agree to the provisions of these Terms and Conditions and to comply fully with them.

Appearing on the Customer Photos page

1. The photo must be solely of your copyright and should any copyright abuses take place, we reserve the right to remove the image from the Customer Photos page.

2. If you are under the age of 16, you must have written parental permission to appear on our Customer Photos page.

3. Likewise, people within the photo under the age of 16 must have parental consent to appear on our Customer Photos page

4. We cannot be held responsible for any photos that do not appear on the page because they have not been submitted via the aforementioned channels or uploaded correctly.

Usage Rights

1. By entering your images, you grant Lucy Locket Loves Ltd. to use your images for the following purposes:

2. Usage in promotional material for products from the Lucy Locket Loves website, covering but not limited to Advertising on Facebook, Instagram, e-mail newsletters and on any of our social media feeds.

Data Protection

Any additional information provided will be collected and stored by Lucy Locket Loves Ltd. and processed in accordance with the Data Protection Act 1998. No details will be passed on to third party organisations. Additionally, you hold the right to withdraw any submissions to our Customer Photos page should you wish and can be done by e-mailing support@lucylocketloves.com

Discount Codes cannot be used in conjunction with any other offer, code or Locket Perks.

One code can be used per order so please choose the one you wish to use before checking out.

Codes cannot be added retrospectively to your order.  

Lucy Locket Loves reserves the right to end the discount codes early without notice should the need arise.  

Please contact support@lucylocketloves.com should you have any queries.

Terms and Conditions for our Golden Ticket promotion can be found here: -

https://locketloves.com/pages/golden-ticket