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 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.
Please note that engraved lockets are not returnable.
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?
For UK orders
Royal Mail class a First Class item as lost if it has not arrived at the end of 10 working days after the due date of delivery. In the case of Special Delivery items, it is classed as lost if it has not arrived at the end of 5 days after the due date of delivery. We regret that we cannot refund your purchase price for late delivery until these time limits have elapsed.
For European orders
Royal Mail class an International tracked or signed and tracked parcel as lost if it has not arrived within 20 working days after it should have arrived. We regret we are unable to refund your purchase for late delivery until these time limits have elapsed.
Rest of the world orders
Royal Mail class delivery in the Rest of the word as lost if it has not arrived within 25 working days. Purchases are not eligible for a refund for late delivery until the time limits have been exceeded.
What Payment Methods Can I Use?
You can use our express checkout option or you can proceed by creating an online account with us once you have placed your items in the basket.
By creating an online account with us, you can enjoy a quicker checkout in the future by saving your delivery and payment details.
We accept the following cards for payment of purchases made online:
We also partner with Klarna and offer 'pay in three' as a method of payment.
