FAQS

 Orders ship within 24 hours via Royal Mail

 UK: £3.50 delivery
International: £20 delivery

 Please direct all queries to lori@loskey.com

 Email support questions will be answered within 24 hours

Product Information

What sizes do you offer?

Currently we offer 5 sizes: Extra Small (XS), Small (S), Medium (M) and Large (L) and Extra Large (XL) -- although this size is only available in some High Scoop colours. Each of our product pages has a detailed size chart so you can be sure what size is right for you.

When will you be offering more colour options?

Our initial collection of tees has 3 base colours (white, navy and grey marl). There are 8 colour options on our High Scoop styles, and 5 different colour options for our Classic V. We aim to expand this quickly to capture more seasonal colours and prints. We'd love to hear about what colours you'd like to see!

When you will be offering more styles?

We are keen to expand our range as quickly as our customers demand! We initially have 3 styles: the High Scoop, the Classic V and the Layered Cowl. These styles are just the beginning, and as ever, we'd love to hear what you'd like to see next!

How can we be sure that your cotton is organic?

At the core of our mission is a commitment to organic and sustainable production. Our partners ensure that our entire supply chain meets our standard, and have provided us with the GOTS certification for the organic cotton fabric used in all of our tees and tops.

Sales

Can I change or cancel my order once I've received email confirmation?

You are unable to change the order on the website after we’ve confirmed it. However, email us on lori@loskey.com and we will do what we can to change it unless it has already been dispatched. Should you decide to cancel your order, we will refund you within a week depending on your original method of payment

How do I redeem a promotional code you have sent me?

Enter the code at the box-prompt at checkout

What is the number for phone orders and queries?

Whilst we are still small, we can only accept orders online but will always respond promptly to your email. All queries need to be made by email in the first instance although if you enclose your telephone number we may be able to call you back

What forms of payment do you accept?

You can pay by Visa, Mastercard, and American Express debit and credit cards.

How do I change my delivery address once I've placed an order?

Email us at support@loskey.com and we will do our best to catch the order before it goes

I forgot to enter my promotional code at checkout - is it too late?

Email us at support@loskey.com and we will send you another one for your next order. Please note that you need to enter this code at Checkout prior to payment

There is an incorrect/missing item in my order - what do I do?

Contact us at support@loskey.com with the details of any error or mix up. Please included your order number, plus the details / description of what you believe you ordered, versus what you were sent. We will try to resolve it as soon as possible

How do I return or exchange an item?

We offer free returns and exchanges in the UK, and include all documentation for returns and exchanges from the UK and Rest of World in our original dispatch. Please see details in our 'Order and Returns' section

privacy policy

How do we use your personal information?

We will only use your personal information in accordance with our privacy policy, outlined in the following questions

We will not release your details to third parties without your permission (unless required to by law)

What information do we collect and how do we use it?

When you purchase something from us as part of the buying and selling process, we collect the personal information you give us such as you name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system

With your permission, we may send you emails about our store, new products and other updates

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange a delivery or return a purchase, we infer that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no

How do you opt out of further communications?

f you wish to withdraw your consent after you opt in, you may withdraw your consent to contact you, continue to collect, use or disclose your information at any time by contacting us at support@loskey.com or by simply unsubscribing to our mailing list

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information, contact our Privacy Compliance Officer at support@loskey.com or by mail at Loskey, Privacy Compliance Officer, 17 Huron Road, London SW17 8RE

How is my data kept secure?

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight you may also want to read Shopify’s Terms of Service
(https://www.shopify.com/legal/terms) or Privacy Statement
(https://www.shopify.com/legal/privacy)

In general, the third party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, we recommend that you read their own privacy policies if you are in any way concerned as they may differ from ours, or if they are under different jurisdictions. Once you leave our store’s website (eg via a link) or are re-directed to a third-party website or application, you are no longer governed by this Privacy Policy or our websites Terms and Conditions

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed altered or destroyed

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service

Specifically, what happens to my credit card details?

f you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards

How do we use cookies on the site?

We use the cookies listed here. You can always choose to opt out of cookies

1) Session_id, unique token, sessional. Allows Shopify to store information about your session (referrer, landing page etc)

2) Shopify_visit, no data held, persistent for 30 minutes from the last visit. Used by our website providers’s internal stats tracker to record the number of visits

3) Shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day. Counts the number of visits to a store by a single customer

4) Cart_unique token, persistent for 2 weeks. Stores information about the content of your cart

5) Secure_session_id, unique token, sessional

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I haven't received my item. What can I do?

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Ask a Question

Do you have a question that is not answered here, or in our 'Orders and Returns' section? Please email us and we will respond within 24 hours!