Can I return or exchange my online order?
You can return or exchange our standard full-price products in our London store, or send back any item that does not meet your expectations.
We will do everything we can to make the process as easy as possible for you.
Simply contact us at customercare@loquetlondon.com within 14 days of your delivery date for full-price products to receive instructions on returning your order.
Items must be returned in their original packaging with a copy of your invoice (sent by email at the time of purchase), and you must obtain a Return Authorisation number.
Returns will not be accepted if the item shows signs of wear, has been used, has been altered from its original condition, or is returned without a Return Authorisation number.
Once your return has been received, we will send you a confirmation email. Your exchange or refund will then be processed.
UK returns: Free of charge.
US returns: No tariffs or customs duties apply when returning your order.
Canadian returns: Full refund of duties and taxes on eligible returns for refund.
Bespoke & Made-to-Order Returns
Are made-to-order items refundable?
Made-to-order items are non-returnable, as they are crafted specifically to your unique specifications. Please ensure all details are correct before placing your order.
Can I return bespoke items?
Loquet London does not accept returns on made-to-order items, including bespoke charms, lockets and chains.
This also includes any styles with engraving or bespoke messages. Loquet London is not responsible for personal items added to lockets after purchase.
Return a Gift
Can I return an item gifted to me?
Yes. Please note that refunds will be issued to the original payment method used to purchase the item.
You may also exchange your item either in-store or online.
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