ORDERS
How can I contact Customer Services?
Should you need to contact us, all queries should be directed to support@locketloves.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.
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.
You can start your return here
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.
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. If the item requested is not in stock, you will be automatically refunded.
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.
You can start your return here
Please be aware that some items are non-returnable such as head wear, underwear and personalised items.
Lucky Dip items can be returned for a refund 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 on support@lucylocketloves.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 support@locketloves.com 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 support@locketloves.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 support@locketloves.com for assistance.
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 support@locketloves.com
An order can only be cancelled and fully refunded if it has not been fulfilled and shipped. If you need to cancel your order, please contact us and mark the subject line as URGENT CANCEL. We cannot guarantee any cancellation.
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 support@locketloves.com and mark your email URGENT CANCEL
We cannot guarantee cancellation.
Where is my Order Reference number?
Upon ordering, you should receive an e-mail 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 on 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 support@locketloves.com should you have any queries about activating your account.
Gift Cards
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 but you must check out on the website. Codes cannot be added to an order retrospectively.
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.
SHIPPING
How much is shipping?
Here are the costs of the shipping services we currently offer;
UK 24 TRACKED (OVER £75) - £1.25
UK 24 TRACKED (UNDER £75) - £4.75
UK 48 TRACKED (UNDER £75) - £3.75
UK 48 TRACKED (OVER £75) - FREE*
*Please note that the free shipping over £75 only applies to physical items. This means that the total sum of the cost of items must be over £75 after any discounts, and does not apply to items like Gift Vouchers which are delivered electronically. This is also UK only.
International shipping rates are calculated at checkout. For information on international shipping rates please contact us support@locketloves.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.
Tracked 24 should arrive in 1 working day and Tracked 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.
My order has not arrived, what should I do?
Once an item has been dispatched, 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 support@locketloves.com and we will be able to assist you further in the matter. Please include your order number in your email.
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 support@locketloves.com marking your email URGENT CANCEL
We cannot guarantee cancellation.
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.
STOCK UPDATES
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.
SIZING INFORMATION
Do you have a size chart?
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@locketloves.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 support@locketloves.com
My item is faulty, what should I do?
If you have any queries regarding faults with an item you have received, please contact support@locketloves.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.
MISCELLANEOUS
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 as it can damage the integrity of the material.
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 support@locketloves.com 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 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 support@locketloves.com
Discount Codes - T&Cs
Discount Codes cannot be used in conjunction with any other offer unless stated.
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.
Locket Loves reserves the right to end the discount codes early without notice should the need arise.
Please contact support@locketloves.com should you have any queries.