Terms and Conditions

Returns and Exchanges

Non-Faulty Items

If you’ve changed your mind about your purchase, please email us within 14 days of receiving your item. You then have an additional 14 days to return the item to us in unused condition.

When returning your item, please ensure the following:

  • The item is unused and in its original condition and packaging

  • Your name and order number are included

  • You specify whether you would like an exchange or a refund

As we provide free postage with all our products, we regret that we are unable to cover return postage for non-faulty items.

If your order included a photo insertion, we will refund the cost of this service. However, we are unable to refund your original delivery charges (if applicable) or any gift wrapping fees.

Please note: Engraved lockets are non-returnable unless they are faulty.

Faulty Items

Within 30 Days of Receipt


If your locket develops a fault within 30 days of receiving it, please email us immediately with a description of the issue. In your email, please state whether you would prefer a repair, replacement, or refund.

We will arrange for the item to be collected from your delivery address.
 Please do not return the item without contacting us first.

Once the item is received, our workshop will inspect it. If it is confirmed to be faulty, we will proceed with your choice of repair, replacement, or refund.

Between 31 Days and Six Months of Receipt


 If your item develops a fault after 30 days but within six months of receipt, please email us and return the item securely packaged. Be sure to include your name and order number.

Our workshop will assess the item. If a fault is confirmed, we will offer a repair or replacement and refund your return postage costs.

Between Six Months and One Year of Receipt


 For faults that occur between six months and one year after receiving your item, please email us and return the item securely packaged with your name and order number.

If the item is confirmed to be faulty, we will offer either a repair or replacement.
 However, we regret that we cannot refund your return postage at this stage.

General Notes
 We are not liable for faults caused by fair wear and tear, misuse, or accidental damage.

All returns must be securely packaged to avoid damage in transit.

Please always email us first before sending any items back.

Returns Address:
 TLT
 The Brentano Suite
 Lyttelton House
 2 Lyttelton Road
 London
 N2 0EF
 United Kingdom

 

Late Delivery

Occasionally, an item can be delayed in the post. If the item does not arrive within 10 days after the due date of delivery for First Class items, or 10 days after the due date of delivery for Special Delivery items, we will be able to issue a refund or replacement.

Personalised Orders

If a locket has been personalised with engraving we regret that we cannot refund the order, unless the locket is faulty.

Website Images

Occasionally, the colour and style of the gift wrapping and locket inserts may vary slightly from the illustration on the website.

Privacy Notice

We will not email you in the future unless you have given us your consent. We will not pass on your email address if you choose to join any subscription list. You will be allowed to unsubscribe at any time by emailing us.


What personal information about customers do we require?

The information we learn from customers helps us personalise and continually improve your shopping experience with The Locket Tree. 

Here are the types of information we gather:

Information you give us:

We receive and store information you enter on our website or give us in any other way. You can choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use the information that you provide for such purposes as responding to your request, fulfilling orders, customising future shopping for you, improving our website features and communicating with you.

Automatic information:

We receive and store certain types of information whenever you interact with our website. For example, like many websites, we use “cookies”, and we obtain certain types of information when your website browser accesses our website.

Email communications:

Our email mailing list is is “opt-in” and at any time you can choose to “opt out”.

The Locket Tree customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

Contact details

Post

The Brentano Suite, 2 Lyttelton Road, LONDON, N2 0EF, GB

Telephone

0203 823 4632

Email

sales@thelockettree.co.uk

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

  • Names and contact details
  • Addresses
  • Purchase or account history
  • Payment details (including card or bank information for transfers and direct debits)

We collect or use the following information for the operation of customer accounts and guarantees:

  • Names and contact details
  • Addresses
  • Payment details (including card or bank information for transfers and direct debits)
  • Purchase history
  • Account information, including registration details

We collect or use the following information for service updates or marketing purposes:

  • Names and contact details
  • Addresses
  • Marketing preferences
  • Purchase or viewing history

We collect or use the following personal information for dealing with queries, complaints or claims:

  • Names and contact details
  • Address
  • Payment details
  • Account information
  • Purchase or service history

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

  • Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

  • Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

  • Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

  • Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Where we get personal information from

  • Directly from you

How long we keep information

We store personal information for one year from the date of order.

Who we share information with

Others we share personal information with

  • Other relevant third parties:
    • Shopify
    • Royal Mail
    • DHL
    • Fedex

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint


Trademarks

The Locket Tree trademark may not be used in connection with any product or service that is not The Locket Tree, in any manner that is likely to cause confusion among customers.


Disclaimer of Warranties and Limitation of Liability

This site is provided by The Locket Tree on an “as is” and “as available” basis. The Locket Tree makes no representation or warranties of any kind, express or implied, as to the operations of this site or information, content, materials, or products included on this site. You expressly agree that your use of this site is at your sole risk.

To the full extent permissible by applicable law, The Locket Tree disclaims all warranties, express or implied, including, but not limited to, implied warranties or merchantability and fitness for a particular purpose. The Locket Tree does not warrant that this site, its servers, or email sent from The Locket Tree are free of viruses or other harmful components. The Locket Tree will not be liable for any damages of any kind arising from the use of this site including, but not limited to direct, indirect, incidental, punitive, and consequential damages.

Certain State Laws do not allow limitations on implied warranties or the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.


Applicable Law

By visiting The Locket Tree, you agree that the laws of the UK, without regard to principles of conflict of law, will govern these Conditions of Use and any dispute of any sort that might arise between you and The Locket Tree or its associates.


Disputes

Any disputes relating in any way to your visit to The Locket Tree or to products you purchase through The Locket Tree shall be submitted to confidential arbitration in the UK, except that, to the extent you have in any manner violated or threatened to violate The Locket Tree’s intellectual property rights, The Locket Tree may seek injunctive or other appropriate relief through the courts in the UK, and you consent to exclusive jurisdiction and venue in such courts. The arbitrator’s award shall be binding and may be entered as a judgment in any court of competent jurisdiction. To the fullest extent permitted by applicable law, no arbitration under this Agreement shall be joined to an arbitration involving any other party subject to this Agreement, whether through class arbitration, proceedings or otherwise.


Site Policies, Modification, and Severability

Please review our other policies, such as our Shipping and Returns Policy, posted on tis site. These policies also govern your visit to The Locket Tree. We reserve the right to make changes to our site, policies, and these Conditions of Use at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any other condition.


Typographical Errors

In the event a product is listed at an incorrect price due to typographical error, we shall have the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your credit card has already been charged and we subsequently cancel your order, we will immediately issue a credit to your credit card account to the value of the correct price (including delivery charges).

Klarna

“In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.”

COMPANY INFORMATION

Manufacturer's Information

The Locket Tree
2 Lytteton Road
London N2 0EF

We ensure all our products comply with GPSR, CE marking, and other
applicable EU Directives. Our EU Responsible Person for GPSR product safety
compliance is EU Compliance Partner.

EU Responsible Person

■ Name: EU Compliance Partner
■ Address: Pärnu mnt. 139b – 14, 11317 Tallinn, Estonia
■ Contact Email: hello@eucompliancepartner.com
■ Website: www.eucompliancepartner.com
■ Phone: +33757690241