How can I contact Customer Services?
Should you need to contact us, all queries should be directed to email@example.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.
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 us 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
My order contains preorder and non preorder items, will I receive 2 parcels?
You will not get two parcels. You will get one parcel once all the stock has arrived and is ready to ship. We estimate this to be 6 - 8 weeks.
I have not added in my discount code, can you refund me?
We are unable to refund the difference. This is because discount codes cannot be retroactively applied on our system.
We would advise ordering again with the correct code and requesting your original order be cancelled. You can request a cancellation by contacting firstname.lastname@example.org
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 any cancellation in peak times.
Can I combine shipping costs?
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 email@example.com and mark your email URGENT CANCEL
We cannot guarantee cancellations at peak times.
Where is my Order Reference number?
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 in case you need to contact us, or return your order.
You can also log into your account to view all of your orders and their status. Please contact firstname.lastname@example.org should you have any queries about activating your account.
Can I exchange my free gift?
Free gifts are given at our discretion and via various promotions, free gifts may not be exchanged.
You can use more than one gift card at a time but you must use the website to check out. You can also use gift cards alongside promotional codes and Locket Perks codes but you must check out on the website.
If you pay for your whole order with a gift card, your order will be refunded onto the original card, so keep the code safe for future use.
If you pay with a combination of payment card and gift card, we'll refund anything you paid for with your gift card first, and then any outstanding balance to your payment card.
How much is shipping?
Here are the costs of the shipping services we currently offer;
UK 24 TRACKED (OVER £50) - £2.65
UK 24 TRACKED (UNDER £50) - £4.40
UK 48 TRACKED (UNDER £50) - £3.65
UK 48 TRACKED (OVER £50) - FREE*
*Please note that the free shipping over £50 only applies to physical items. This means that the total sum of the cost of items must be over £50 after any discounts, and does not apply to items like Gift Vouchers. This is also UK only.
International shipping rates are calculated at checkout. For information on international shipping rates please contact us email@example.com
Do you ship to BFPO addresses?
Yes, we do. Please leave a note on your order to say you are at a BFPO address so we can make sure we have the right documentation with your order. With such a high volume of orders, occasionally the address alone can be missed and orders are returned to us. We thank you for taking the time to do this.
How long will my order take to arrive?
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 from 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 Postal Strikes this may take longer than anticipated. Royal Mail advise waiting at least 10 working days from dispatch before contacting us regarding a missing order.
Please note we do not ship over the Christmas Period as the warehouse closes down for 2 weeks.
My order has not arrived, what should I do?
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's current advice is to wait 10 working days before contacting us regarding any missing orders.
Such queries should be directed to firstname.lastname@example.org and we will be able to assist you further in the matter. Please include your order number in your email.
Collecting your order
Please bring your collection email, order number and proof of identity with you when you collect your order. We are open Monday-Friday from 9am-3pm FOR COLLECTION ONLY.
You will be met at the door by a member of staff who will take your details and then provide you with your order. You are not able to collect outside of these times and there is no access to the building for any member of the public.
You have 14 days to collect your order from the date you get your collection email. After this time, your order will be cancelled and refunded in full.
Can I change the address on my order?
When an address is input into our order system, we are unable to change it due to GDPR rules and fraud prevention. We can only cancel your order so you can re-order to the correct address. To do this, please contact us at email@example.com marking your email URGENT CANCEL
We cannot guarantee cancellation at peak times.
I am outside of the UK, are there any further costs?
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 - Any import 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.
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.
Rewards Scheme Information
How does the referral scheme work?
Log in to your account and share your referral link with your friend.Your friend should click the link, which will send them to our website. A pop-up offering £5 off will appear on the screen. 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. 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 firstname.lastname@example.org should you have any questions. Please email email@example.com should you have any queries.
Can you move points from one account to another?
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.
Refunds on order with Locket Perks
£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.
If you pay for your whole order with a Locket Perk code, your points will be refunded onto your Locket Perk account.
If you pay with a combination of payment card and Locket Perks code, your Locket Perk code points will be allocated as a percentage over your order and you will receive some points and some money back per item.
Please contact firstname.lastname@example.org should you have any questions regarding your Locket Perks Account.
Note: Anyone deemed to be abusing the system will have their account frozen pending an investigation.
The item I want is out of stock, what can I do?
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.
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.
Do you have a size chart?
Our sizing chart can be found here - https://locketloves.com/en-us/pages/sizing-chart. 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 email@example.com
Why is the sizing different on my new order?
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. We are constantly evolving as a company to make products that are loved by thousands and sometimes change is needed to do this.
If you are unhappy with your purchase for any reason please contact us on firstname.lastname@example.org
RETURNS, REFUNDS & EXCHANGES
How do I return an order?
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.
Returning by Post
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.
Returning Direct to HQ
You can return items direct to HQ. Items can be dropped off at the below address between the hours of 9am and 3pm and left in our Post Box. You will receive a notification once your return is processed. For exchanges, you will be advised when your item is ready to pick up. Items are left at the Customer's own risk. Lucy Locket Loves cannot be held responsible for any missing items or parcels returned via drop off.
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.
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
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.
Reason for return:
Please also be aware that some items are non-returnable. More information is listen below.
Lucky Dip items can be returned for a refund or gift card only. No exchange is available on these items.
Please see the information about refunds on returns paid for with gift cards and returns for specific information.
Any questions regarding this please get in touch BEFORE sending items. Our Customer Service Agents are available Monday-Friday from 9am-4pm on email@example.com
Why can some items not be returned?
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.
We are also unable to accept returns on personalised items. It is vitally important that when you place your order that you check all details, including dates, spelling, punctuation and grammar are correct as we copy what you send exactly.
If you have noticed an error after you have placed an order we request you let us know ASAP on firstname.lastname@example.org and providing the item has not already been sent for production we can look to make the required alterations.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 email@example.com
How long do refunds and exchanges take?
Our Return and Exchange Team can take up to 10 working days to process your item once received.
We are unable to confirm whether we have your package, as returned items are stored in their postal bags, in a holding bay, in date order, until the items are processed. By searching through return items, it would take staff away from processing them and, as such, adding length onto the processing time. You should be able to see whether we have your parcel using your tracking reference, depending on how you sent it back to us.
If you believe 10 working days have passed since we received it, please let us know and we can investigate further for you. Please provide your order number and tracking number for the items when contacting us.
Please contact firstname.lastname@example.org for assistance.
My item is faulty, what should I do?
If you have any queries regarding faults with an item you have received, please contact email@example.com and we will assist you in taking the best course of action to resolve the issue.
Please provide the Team with your order number and photos of the issue to assist them in advising you.
What is the different between activewear and casualwear?
Our activewear are super-elastic and high-waisted and 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. Our standard activewear has a zipped pocket on the rear that will securely hold most smartphones - even larger smart phones. Our side pocket activewear has a zipped pocket on the rear as well as a pocket on each leg. 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 do not recommend this product for exercise.
How do I wash my items?
All items should be washed at 30°C and left to hang dry. This will help your items 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 and not on anything printed with our logo as it can lift the logo.
Can I buy "pre-loved" leggings?
“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.
The colour of my item looks different to your website
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. Please contact firstname.lastname@example.org with any queries.
Social Media Policy
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 and accounts will be blocked. If this escalates, it will be reported to relevant authorities. If you wish to discuss any of the above - please contact us on email@example.com
CUSTOMER PHOTOS - T&Cs
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
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.
If you are under the age of 16, you must have written parental permission to appear on our Customer Photos page.
Likewise, people within the photo under the age of 16 must have parental consent to appear on our Customer Photos page
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.
By entering your images, you grant Lucy Locket Loves Ltd. to use your images for the following purposes:
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.
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 firstname.lastname@example.org
DISCOUNT CODES - T&Cs
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 email@example.com should you have any queries.