General Questions Returning or Exchanging an Item
- Is it easy to exchange or return items?
- The process is very easy. Once we confirm your email, it’s as easy as printing your shipping label and sending your item(s) back.
- Can I return for a refund or exchange?
- Yes, all returnable/exchangeable items, as per the policies above, purchased through our website can be returned for a full refund/credit or exchange as per the return policies above. It will be issued to your original payment method, minus shipping costs.
- How soon will I get my refund or credit?
- As soon as our team gets your return, you’ll receive your refund or credit within 14-21 days.
- Online refunds will be made to the credit card or account used in the original purchase transaction.
- Returns to our distribution center must be postmarked no later than 30 days after the original purchase date.
- Original invoice must accompany returned product in order for refund to be processed.
- If a Gift card is used and the product is returned, the funds will be placed back on the original card.
- Returned product must be in its original state with sewn-in tags attached or be defective to be accepted for a refund or exchange. You will be responsible for all return shipping and handling costs, as well as duties and/or taxes for International orders.
- Which items are returnable?
- For a breakdown of which items qualify for exchange and refund, please above under Return & Exchange Terms and Conditions.
- Can you clarify shipping costs?
- We’ll cover all shipping fees for new orders and exchange orders in the US and Canada. You will be responsible for shipping fees to return the products.
- What should I do if my tracking information shows delivered but I do not have the product?
- Please contact your local carrier’s office to see if a parcel has been left for you; In certain cases, a parcel will be left with a local carrier’s office if the recipient is not available upon delivery. If you have not been able to locate the parcel after doing this, please email us at customercare@lockapparel.com.
- What if my order is lost or damaged in the mail or delivery?
- We cannot be liable for any damages incurred during transit; it lies within the responsibility of local carrier and we cannot assume the risk of carriers. We do not assume any responsibility for lost or damaged packages caused during transit.
- What if I have more questions?
- Please send us an email at info@lockapparel.com and we will do our best to answer any question or inquiry you may have.