FAQs

Can I send my own locket for you to insert photos?
We regret that we can only offer this service for lockets purchased through our website.

Can I return my locket for photo insertion or engraving later?
If you purchase a locket from us, you can certainly send it back to us later for photo insertion or engraving. Simply send an email to sales@thelockettree.co.uk with your name and order number, and we can give you further details.

What happens if my locket is out of stock?
All our lockets are in stock. If, on the rare occasion, we have just sold out of a particular locket, we will order it for you and we will contact you with the option to cancel your order if you wish.


Do you offer free delivery?
Yes. All UK orders are delivered FREE. Orders up to £150 are delivered by Royal Mail First Class Signed For post, and orders over £150 are delivered by Royal Mail Special Delivery.

 

Do you ship internationally?
Yes. We ship all round the world and all our shipping is by FREE Tracked and Signed For post. If your order is for over £1500, we will ship by courier for free.


Can I return my item for a refund?

We carefully inspect and photograph all our lockets before shipping.

If the locket is not faulty but you wish to return it for a refund or exchange, please return it within 14 days of receiving it.

What if my item is faulty?

If goods should be found to be faulty, we will offer either a repair, exchange or refund if the fault occurs within 30 days of purchase. We will also refund your return postage.

If the fault with your product occurs within its guarantee period (12 months) we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault.


We inspect and photograph all lockets before shipping. If your item is faulty we will offer you the choice of either a replacement or a refund. Please return it to us securely wrapped in its original box and a bubble wrap envelope.


What if my item is late?


Royal Mail class a First Class Signed For item as lost if it has not arrived within 15 working days after it should have arrived. In the case of Special Delivery items, it is classed as lost after 10 working days. We regret that we cannot refund your purchase price for late delivery until these time limits have elapsed.