Política de reembolso
Return & Refund Policy
We want you to be completely satisfied with your purchase. If something isn't right, we're here to make it right. Please read the following policy carefully before initiating a return.
Return Window
You have 30 days from the date of delivery to request a return. After this period, we are unable to accept return requests.
Eligibility Conditions
To be eligible for a return, your item must meet the following conditions:
- The item is unused and in the same condition as when you received it
- The item is in its original packaging
- You have proof of purchase (order confirmation or receipt)
Items that do not meet these conditions will not be accepted for return and will be sent back to you at your expense.
Non-Returnable Items
The following items are not eligible for return:
- Items marked as final sale at the time of purchase
- Items that have been used, altered, or damaged after delivery
- Items returned without prior authorization from our support team
How to Initiate a Return
Before sending anything back, you must contact our support team first. Do not ship items back without prior authorization — unauthorized returns cannot be processed.
- Email us at hello@locket-stories.com with your order number, the item(s) you wish to return, and the reason for your return.
- Our team will review your request within 1 business day and provide you with a return authorization and the appropriate return address for your region.
- Pack the item securely in its original packaging and ship it to the address provided.
- Once we receive and inspect your return, we will notify you by email and process your refund.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in cases where the item received was defective, damaged, or incorrect (see below). We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit during return shipment.
Damaged, Defective, or Incorrect Items
If you received an item that is damaged, defective, or not what you ordered, please contact us within 7 days of delivery at hello@locket-stories.com with your order number and clear photos of the issue.
In these cases, we will cover the cost of return shipping and offer you the choice of a full refund or a replacement at no additional charge.
Refunds
Once your return is received and inspected, we will send you a confirmation email. If your return is approved, your refund will be processed to your original payment method within 7 business days. Please note that your bank or payment provider may take additional time to reflect the credit in your account.
Original shipping costs are non-refundable, except in cases where we made an error with your order.
Exchanges
We do not offer direct exchanges at this time. If you would like a different item, please return your original purchase for a refund and place a new order.
Consumer Rights by Country
Nothing in this policy limits or excludes your statutory rights under applicable local consumer protection law.
- United Kingdom: Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. Our 30-day policy is more generous than this minimum.
- Australia: Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
- Canada: Consumer protection rights may vary by province. This policy does not override any rights you have under applicable provincial legislation.
Contact Us
If you have any questions about our return policy or need assistance with an order, our team is available at hello@locket-stories.com.
Customer Service Hours:
Monday to Friday : 9:00 AM – 17:00 PM
Saturday : 12:00 PM – 17:00 PM
Sunday : Close
Response Time: We respond within 24 hours.