FAQs

INSTRUCTIONS:

HOW CAN I PAY?

  • We accept Visa, Visa Debit, MasterCard, American Express, and Paypal.

IS IT SAFE TO ORDER ONLINE?

  • Absolutely! We use industry-standard encryption systems, ensuring your personal details remain confidential.
  • We ship all our orders using insured shipping methods. Rest assured, if your order doesn't arrive safely due to mishandling during shipping, Heart Locket has got you covered. Order with confidence, knowing you're 100% protected. If a package is reported lost, damaged in transit, or items are missing, we'll place a new order on your behalf.

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

  • After placing an order, you'll be directed to an order confirmation showing your order details. This information will also be emailed to you. Once processed, our logistics team will send you all the required shipping details to track your order. If you don't see the email, check your spam folder.

CAN I MAKE CHANGES TO MY ORDER?

  • Unfortunately, once your order is placed, our efficient logistics team starts processing it swiftly. As a result, we cannot make any modifications.

CAN I TRACK MY ORDER?

  • Absolutely! After receiving your delivery email, monitor your order status anytime using the "tracking" page on our website.

WHAT SHOULD I DO IF I RECEIVE A FAULTY OR DEFECTIVE ITEM?

  • We apologize for the inconvenience. Please contact our team within 14 days of receiving the product at info@heartlocketjewelry.com, providing your order number. Our customer service will address it promptly.

CAN I EXCHANGE AN ITEM?

  • Certainly! If you're unsatisfied with the fit or size of an item, email our customer service at info@heartlocketjewelry.com for an exchange or store credit.

SALES:

WHERE DO YOU SHIP?

  • We offer global shipping.

HOW LONG DOES IT TAKE TO SHIP?

  • Typically, it's between 7-14 business days.

WHAT HAPPENS IF I AM NOT AT HOME WHEN MY PACKAGE IS DELIVERED?

  • If there's a secure spot on your property, the courier might leave your package there. If unsuccessful, they'll leave a card detailing the attempted delivery, informing you about package location and contact details to rearrange delivery or pick-up.

IS A SIGNATURE REQUIRED FOR MY DELIVERY?

  • If someone is home, a signature is mandatory. If not, our delivery agents might attempt to securely leave the package. If stored at a local depot, you'll receive a card with pickup or redelivery instructions.

CAN I SEND TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?

  • Certainly! Just notify us within 24 hours to adjust the delivery address before we dispatch your item.

WHAT HAPPENS IF MY PACKAGE DOES NOT ARRIVE?

  • We request patience up to 4 days post the expected delivery date for potential delivery delays. If, after waiting, your order hasn't arrived, share your order number, and we'll investigate further.

RETURNS:

  • For further details on returning your items, kindly consult our return policy.

DUTY:

  • For items shipped outside the UK, EU, or other nations, customs charges might apply. Any customs duties imposed upon delivery must be settled at the post office. Buyers bear the responsibility for customs fees. For clarity, get in touch with your local postal authority.

GENERAL:

DO YOU HAVE A PHYSICAL BUSINESS?

  • As we are a digital-only retailer, we lack a physical store.

CAN I PRE ORDER?

  • Given the exclusive and rapidly changing nature of our items, we currently don't accept pre-orders.

HOW CAN I CONTACT YOU?

  • Feel free to email us at info@heartlocketjewelry.com.