Refund policy

At Locket Stories, we want you to be completely delighted with your purchase. If for any reason you are not entirely satisfied, we are here to help.

1. Statutory Cancellation Right

In accordance with UK online shopping regulations, you have the right to cancel your order within 14 days of receiving your items. Once you have notified us of your intent to return, you have a further 14 days to send the items back to us.

2. Return Conditions

To be eligible for a return, your item must meet the following criteria:

  • The item must be unworn, unused, and in the same condition that you received it.

  • It must be returned in its original packaging (including boxes, pouches, and certificates).

3. Return Shipping Costs

Please note that the customer is responsible for paying the shipping costs for returning the item. Shipping costs are non-refundable. We strongly recommend using a tracked shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. How to Return Your Item

To initiate a return, please follow these steps:

  1. Contact Us: Send an email to hello@locket-stories.com with your name, order number, and the reason for the return.

  2. Instruction: Our team will respond within 48 hours with the return postal address and further instructions.

  3. Pack Securely: Ensure the jewellery is safely packaged to prevent damage during transit.

  4. Ship: Drop off your parcel at the post office and please keep your proof of postage.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

  • Please allow 5 to 10 working days for the funds to appear in your account, depending on your bank's processing times.

6. Damaged or Faulty Items

If you receive a damaged item or a manufacturing fault is present, please contact us immediately at hello@locket-stories.com with clear photos of the issue. In these specific cases, we will provide a pre-paid return label or reimburse the shipping costs, and offer a full refund or replacement.