Every Lokelle locket is created to hold something meaningful. We want you to feel confident wearing and keeping it.
PERSONALIZED ORDERS
Because personalized lockets may be individually prepared using photographs supplied specifically for you, personalized products generally cannot be returned simply because of a change of mind, except where required by applicable consumer law.
This does not affect your rights if your item arrives damaged, defective, incorrect, or develops a covered quality issue.
NON-PERSONALIZED RETURNS
For eligible non-personalized products, please contact us at hello@lokelle.com with your order information if you would like to request a return.
Products must generally be unworn, unused, and returned in their original condition and packaging. Any applicable return eligibility and instructions will be confirmed before the product is sent back.
Please do not return an item without first contacting us.
6-MONTH QUALITY GUARANTEE
All Lokelle lockets are covered by our 6-Month Quality Guarantee.
If your locket develops a manufacturing or material quality issue within 6 months of purchase, please contact us with your order information and clear photographs showing the issue.
Where the issue is confirmed to be covered by our guarantee, we will provide a replacement locket free of charge.
If your original locket was personalized with photographs by Lokelle, we will also recreate and place the photographs into your replacement locket at no additional charge where reasonably possible.
You should not have to lose the memories inside your locket because the jewelry itself developed a genuine quality problem.
WHAT THE QUALITY GUARANTEE COVERS
The guarantee may cover manufacturing or material defects occurring under normal use, including issues such as:
- Defective locket opening or closing mechanisms
- Manufacturing defects
- Abnormal or significant deterioration of the finish inconsistent with normal wear
- Other confirmed product-quality defects
WHAT IS NOT CONSIDERED A QUALITY DEFECT
Our guarantee does not generally cover damage resulting from:
- Accidents or impact
- Scratching caused by normal wear
- Improper storage or handling
- Exposure to harsh chemicals
- Perfume, cleaning products, or corrosive substances
- Prolonged or repeated water exposure
- Damage caused by misuse
- Unauthorized repair or alteration
- Natural aging associated with ordinary wear
For our preserved-flower lockets, slight differences in flower color, shape, size, texture, or placement are natural characteristics of real preserved flowers and are not considered defects. No two real flowers are exactly alike.
Nothing in this policy limits any mandatory consumer rights you may have under applicable law.
HOW TO REQUEST HELP
Please email:
hello@lokelle.com
Include your:
- Order number
- Name
- Description of the issue
- Clear photographs of the product
We will review your request and provide the appropriate next steps.