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Orders & Returns
Where do you deliver?
We deliver to worldwide destinations via Royal Mail
What are your delivery costs?
All deliveries within the UK are free and shipped using Royal Mail 24. We use letterbox packaging so the box can be posted through your front door if you are out
Delivery to addresses outside the UK is free for orders over £50 and £10 for orders under £100
Delivery to addresses outside the UK is free for orders over £50 and £10 for orders under £100
What are your delivery timeframes?
NOTE: DURING COVID-19 DELIVERY TIMEFRAMES WILL BE EXTENDED.
ROYAL MAIL 24 NOW TAKES 3 - 4 DAYS. Orders will normally be shipped within 24 hours. All UK orders are sent using Royal Mail 24 service. We use letterbox packaging, so no signature is required for delivery
Deliveries to Europe should take 5 - 7 days, and to the US and ROW 7 - 14 days.
Orders are dispatched Monday - Friday. Orders received after 12pm on Friday, and on Saturday and Sunday, will be dispatched the following Monday.
Deliveries to Europe should take 5 - 7 days, and to the US and ROW 7 - 14 days.
Orders are dispatched Monday - Friday. Orders received after 12pm on Friday, and on Saturday and Sunday, will be dispatched the following Monday.
You use letterbox packaging -- what is that?
We are using letterbox packaging made from recycled cardboard for all Loskey orders. This packaging is designed to be posted through the average UK letterbox, which means that it can arrive safely at your destination address without the need for someone to be at the location to sign. If the address does not have a letterbox, it will be left in a safe place
Where is my delivery?
For all deliveries, we will send a notification when it has been posted to you. Please see the tab 'What are your delivery timeframes' for more information on when you can expect your order to arrive. If you have any concerns, please email us at support@loskey.com
Is my order subject to customs and import duties?
If you are ordering in the UK, there are no charges. Orders to the US are not subject to custom and duty charges if the order is less than $800. Orders delivered to other UK destinations may be subject to additional charges prior to delivery at the destination address
What forms of payment do you accept?
You can pay by Visa, Mastercard, and American Express debit and credit cards, as well as Apply Pay and Google Pay.
What is your returns and exhanges policy?
We accept returns and exchanges within 21 days of original order dispatch. All products must be returned to us in the condition they were dispatched - unworn, and will all tags and packaging intact
Returns and exchanges on all UK orders are free, but international returns and exchanges will incur local postage charges
Returns and exchanges on all UK orders are free, but international returns and exchanges will incur local postage charges
What do I need to return or exchange an item from within the UK?
When your Loskey order is delivered, within your parcel will be all the details you need to return any item to us:
A pre-printed and pre-paid Royal Mail form with the return address
A ‘Reason for Return’ form to enclose with your goods, incorporating your full order details plus ‘reasons for return’. Please complete this so we know why you sent the item back – it will help us to improve our service
If you do not receive any or all of the above components, contact us immediately at support@loskey.com
A pre-printed and pre-paid Royal Mail form with the return address
A ‘Reason for Return’ form to enclose with your goods, incorporating your full order details plus ‘reasons for return’. Please complete this so we know why you sent the item back – it will help us to improve our service
If you do not receive any or all of the above components, contact us immediately at support@loskey.com
What do I need to return or exchange an item from outside the UK?
When your Loskey order is delivered, within your parcel will be all the details you need to return or exchange any item:
A pre-printed label with the return address
A ‘Reason for Return’ form to enclose with your goods, incorporating your full order details plus ‘reasons for return’. Please complete this so we know why you sent the item back – it will help us to improve our service
If you do not receive any or all of the above components, contact us immediately at support@loskey.com
A pre-printed label with the return address
A ‘Reason for Return’ form to enclose with your goods, incorporating your full order details plus ‘reasons for return’. Please complete this so we know why you sent the item back – it will help us to improve our service
If you do not receive any or all of the above components, contact us immediately at support@loskey.com
How do I send returns and exchanges back to Loskey?
Please first carefully re-package your items in the original letterbox packaging in which they were dispatched. We have designed these packages to be re-usable to minimise wastage as part of our ongoing commitment to sustainability
From within the UK: please affix the pre-paid label postage label over the original dispatch label, and drop off at your nearest Royal Mail branch
From outside the UK: please affix the returns label and take to your local post office. We are sorry, but we are unable to offer free returns on international orders, so you will need to pay the cost of postage back to us. We ask that you please keep proof of postage for all returns
From within the UK: please affix the pre-paid label postage label over the original dispatch label, and drop off at your nearest Royal Mail branch
From outside the UK: please affix the returns label and take to your local post office. We are sorry, but we are unable to offer free returns on international orders, so you will need to pay the cost of postage back to us. We ask that you please keep proof of postage for all returns
What is the process for refunds?
Once we have received your returned item and checked that it is in re-saleable condition, we will issue a refund on the payment method originally used
If your refund does not appear immediately, please contact your bank or credit card provider. It may take some time before your refund is officially posted. If you have checked these and you have still not received your refund, please contact support@loskey.com
If your refund does not appear immediately, please contact your bank or credit card provider. It may take some time before your refund is officially posted. If you have checked these and you have still not received your refund, please contact support@loskey.com
What is the process for exchanges?
If you would like to exchange your purchase for another size or colour, please mark the returns form appropriately
Once we receive your original purchase and confirmed it is in re-saleable condition, we will immediately dispatch the exchange item
If you are concerned about availability of exchange items, please email us prior to posting at support@loskey.com so that we can reserve the item for you
Once we receive your original purchase and confirmed it is in re-saleable condition, we will immediately dispatch the exchange item
If you are concerned about availability of exchange items, please email us prior to posting at support@loskey.com so that we can reserve the item for you