Frequently Asked Questions

HOW DO I CARE FOR MY JEWELLERY?

  • Handle with love and care. Toughened glass is used on your Locket however it can break.
  • Some of our Jewellery Collection is Water Resistant, please ensure all jewellery that comes in contact with water is dried thoroughly.
  • Avoid Contact with detergents and chemical substances (including lotions, creams and perfumes) as well as ocean water and swimming pools. Both salt water and chlorine can damage your jewellery.
  • To keep your personalised locket looking shiny & new, gently use a microfiber jewellery pouch to clean and store your locket.

WHAT DETAILS CAN YOU TELL ME ABOUT MY JEWELLERY?

Our Lockets, Urns and Chains are crafted from a high grade stainless steel.

HOW IS MY ORDER PACKAGED?

All Locket and Gift from Heaven Urns that have been purchased online come with a LocketInn Microfibre Pouch.

At LocketInn we take extreme pride in making sure all your purchases are carefully wrapped.

HOW LONG DO I HAVE TO WAIT TO RECEIVE MY ORDER?

Once your order is placed online, fulfilment may take up to 3 business days. Additionally, shipping may take 3-10 business days depending on the option you select with Australia Post (e.g. Express or Standard), please note international orders can take up to 10-15 working days.

  • We also have an overnight courier, Fastway which offer an overnight courier service in most parts of Australia.
  • Shipping methods are subject to change depending on final destination.

HOW DO I TRACK MY ORDER STATUS?

You will receive an email containing your tracking number once your order has been dispatched. If you have questions about the shipment of your order, please contact info@locketinn.com.au

REFUNDS AND RETURNS?

If for any reason you are not completely satisfied with your purchase, simply return it within 14 days and we will gladly offer you a store credit to the same value.

For more information please read our Returns Policy.

Or if you have a question which is not listed, please contact our dedicated Customer Support team at: 0402 324 276 or email us at info@locketinn.com.au

WHAT COULD DELAY MY ORDER?

  • During periods of increased demand, including holidays or new product launches, you may experience a delay in the dispatch of your order. We strive to always ship available items within 2 business days of order submission. Please allow additional time for shipping, based on your preferred selected shipping method.

HOW DO I CANCEL OR CHANGE MY ORDER?

Once your order has been processed, it cannot be changed online. However, if your order has not yet been processed for shipping, we may be able to make a change if you contact Customer Care immediately on 0402 324 276  or at info@locketinn.com.au, be sure to include your order ID in the email subject line.

If you put an invalid mailing address, your order will ship to that address and will be returned to the warehouse. A new shipment will have to be generated and an additional shipping charge will apply.

I HAVE QUESTIONS REGARDING MY ORDER. WHO SHOULD I CONTACT?

If you have any questions regarding your order, please contact our Customer Care Team on 0402 324 276 or by email on customerservice@locketinn.com.au

I HAVE A FAULT WITH MY ORDER. WHAT SHOULD I DO?

No worries. We value our customers so much that we have a 100% Satisfaction Guarantee! Please read our Returns Policy Page. It will direct you on how to contact the LocketInn warehouse about the problem.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the following forms of payment for online transactions: Paypal, MasterCard, Visa, and American Express via Paypal and direct bank deposit.