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FAQ

BOOK A VIRTUAL IN STORE APPOINTMENT

If you can’t come to us, we’ll come to you (virtually!). To book a complimentary video call with exclusive access to in store styles and styling advice curated just for you please call, text or WhatsApp us on +44 (0)780 8645 764. Alternatively you can email one of our team at customercare@loquetlondon.com

Latest Covid-19 health and safety update

As a valued member of our Loquet community your health and safety is what matters to us most. In these uncertain times we wanted to answer a few of the questions you might have concerning your orders. If you have any further questions, please don’t hesitate to contact us. We’re always here to help.

How is my order being packed?

Each order is packed with freshly washed hands by a singular member of the Loquet team in a secured room that is separate to the rest of the building.

Can you still ship parcels from the UK?

Yes and good news! We’re shipping to and from countries all over the world, regardless of quarantine status and for the most part on time. DHL are working hard to stick to their schedules, so most orders in the UK are still next day delivery and 2/3 days for the rest of the world..

Is it safe to receive parcels from countries where there have been cases of COVID-19?

The World Health Organization IWHO) says it IS safe to receive packages and we’re following all their official advice. DHL have also taken further measures to carry out a zero contact delivery process where you won’t need to sign your package. In addition we are closely following the latest guidance from the World Health Organization (WHO), Centres for Disease Control and Prevention (CDC), local governments and public health agencies. We will update our practices accordingly and keep our Loquet community at the heart of everything we do.

Can you still return items if needed?

Absolutely. Please contact our Customer Services at customercare@loquetlondon.com. We will endeavour to do all we can to help make the process as easy as possible for you.

Do you have a gift service?

LoquetLondon.com is the perfect place to buy someone a present. It is very easy to do, just enter the person's address as the delivery address. If you wish you can add a personalised message which will be attached to the package. Of course, the package will be carefully wrapped with our usual high standards.

How many charms fit inside the Loquets?

We suggest five charms for the medium sized Loquets and ten for the larger loquets. You can always swap your charms around and keep them in the Loquet box when you are not wearing them.

My Birthstone has a cloud or mark in it, is this normal?

All our stones have been purposefully chosen for their organic shapes, these include slices and rough cuts. They are not perfectly rounded. Our stones have also been chosen for their natural depth of colour, which means that they may sometimes have a cloud in them. This is due to how the stones are formed under the earth.

My Birthstone is not a rounded shape.

All our stones have been purposefully chosen for their organic shapes, these include slices and rough cuts. They are not perfectly rounded. Our stones have also been chosen for their natural depth of colour, which means that they may sometimes have a cloud in them. This is due to the the stones are formed under the earth.

Does the next-day service deliver on a Saturday or Sunday?

No. The DHL next day service delivers Monday to Friday only. Charms and loquets ordered before 3pm on Friday will be delivered on Monday and items ordered after 3pm on Friday or any time on Saturday or Sunday will ship on Monday for next-day delivery on Tuesday.

Do you do silver or platinum?

Only as part of the bespoke service. If you would like to order any item in a metal other than gold, please order through the bespoke service.

Do you make charms to order?

Yes. Please use the bespoke order form to contact us about made-to-order charms. We will work with you to create your desired charm. Typical lead time is six to eight weeks.

Does the Loquet open?

Yes. You can add or change the charms in your loquet for different occasions.

Do I have to pay local taxes?

Goods delivered outside the EU may be subject to local taxes in the country of delivery.

How do I return my Loquet?

You can return your loquet within seven days of ordering for any reason, but please contact customercare@loquetlondon.com before returning your loquet in the original packaging.

Can I pay by cheque?

No. Loquet London only accepts credit card payment via its online shop.