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.
When will I get my order?
LOCKETINN ORDERS (Excluding Projection Jewellery Orders)
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, Australia Post which offer an overnight courier service in most parts of Australia.
- Shipping methods are subject to change depending on final destination.
PROJECTION PHOTO JEWELLERY
Processing Time + Shipping Time for Projection Photo Products
Due to the personalisation of these items usually the production time is 3 to 5 business days to handcraft.
Shipping can take up to 7 to 15 business days depending on location in
Australia. Your order is shipped directly from our supplier to speed up
delivery times. Above shipping times are estimates quoted by our courier
companies, so Locketinn cannot be liable or held responsible for any
delays after dispatch. Delays do happen occasionally due to
uncontrollable factors, but please be assured that Locketinn will do our
best to limit any inconveniences that may arise. Once shipped, you will
receive your tracking number via email.
Orders in peak times (Seasonal times) may take longer in production & shipping times depending on volume of orders.
Important Message Regarding Your Valentines Day Delivery
We operate as a proudly Australian owned company that designs and
distributes all our products right here, Down Under. Through our busy
production times, we have asked suppliers of our Projection Jewellery to
dispatch and send our custom designed items directly to our Locketinn
customers. This will save time in transit and help with an overwhelming
mail congestion through this period. As your Projection photo jewellery
is being sent directly to you by our supplier with no “gift packaging”.
We will be dispatching “gift packaging” separately for your Projection
Photo Jewellery from our Locketinn Warehouse. This Locketinn packaging
may take 2 to 3 days to arrive to your address.
*This item cannot be returned unless it is defective or damaged.
*This item cannot be modified once order has been processed
How can 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 customerservice@locketinn.com.au
What is the return policy?
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 customerservice@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 customerservice@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.