We deliver by courier to addresses in the United Kingdom (which we define as England, Wales, Scotland, Northern Ireland, and all off-shore islands except the Channel Isles). We also deliver to the Channel Islands, the Republic of Ireland, and to multiple international destinations.
Please note: Lock & Co. is unable to fulfil any sales to Russia or Belarus.
Due to our deliveries being made by courier, you may choose a delivery address that is different from your billing address.
A signature confirming receipt is required for delivery. If there is no one available at the delivery address to accept the order, the courier will leave a card asking you to arrange collection from your nearest depot or to arrange a re-delivery.
For guaranteed UK delivery in time for Christmas order by Tuesday the 19th of December.
Click & Collect is available from our shop at 6 St James's Street, London. When you shop online, simply select Pick Up at the checkout.
Orders may take up to 24 hours to be ready for collection. Please wait for your Ready for Collection email before visiting the shop.
You have up to 10 days to collect your Click & Collect order. If you have not collected your order within this time, your order will automatically be considered returned and refunded.
EU delivery -A standard shipping rate of £30 is charged.
Rest of the world -A standard shipping rate of £45 is charged.
As part of our exceptional service, we use the highest quality packaging and large-sized boxes to help ensure that your hat arrives in perfect condition. We will aim to dispatch all items within 3 working days of your order.
Local taxes & duties
We have made it optional for you to pay your relevant import duties and sales taxes at the time of checkout for worldwide shipping. If you choose to exclude duties and sales taxes at checkout, then the recipient of the order may be required to pay these duties and taxes directly to our carrier for your order to be released from Customs.
HOW TO ARRANGE A RETURN
Should you wish to return an item bought online for a refund, please email email@example.com with your name, order number, and the reason for your return.
Within 48 hours, you will be sent a link to order your label. Return labels are priced at the same preferential rates as our standard shipping charge. Once payment is successful, your label will be sent to you with instructions on how to book a collection.
A courier will collect your parcel from your address and return to Lock & Co. Once the item arrives back at Lock & Co., your refund will be processed. If you would like an alternative size, colour, or style, please speak to our team for assistance with placing a new order.
Please be aware that any returns sent via other methods may be subject to additional taxes and duties, resulting in refusal of collection or delivery. We would recommend using our returns process to avoid such charges and any resulting delays, as we cannot be held responsible for these.
If you are returning an item because of an error on our part, or because it is defective, we will be happy to refund the delivery charges incurred in sending the item to you and your costs in returning it to us. Should you wish to return your order for personal reasons, including a change of heart, you will be responsible for any postal charges relating to the return. For your protection, we recommend that you use a recorded delivery service.
Our normal returns period is 28 days from receipt.
We hope you will be totally satisfied with anything you buy from our website. If, for any reason, you are unhappy with your purchase, you can return it unworn and unused within 28 days of the date of dispatch. The date the items were despatched to you by us will be detailed in the documentation with your order. All items which you wish to return must be returned in their original packaging or equivalent with their labels intact.
The refund can only be made to the card used when paying for the order. We will email you as soon as possible, once we have received the goods back from you. Additionally, we will place a credit to the credit/debit card used to purchase the goods normally within 14 days of receipt of the goods by us.
If you require a different size, we would be pleased to exchange your item for the identical product, provided that the terms of our returns policy are met.
All items purchased at sale prices may be exchanged only for a different colour or size within 14 days of the date of dispatch.
Please note that we do not offer returns on the following items purchased online or in the shop:
Under the Consumer Protection (Distance Selling) Regulations 2000 and 2005, you have a right to cancel orders for items purchased from our website within a statutory cooling-off period. An order can be cancelled 14 calendar days from the day your order was delivered. You will need to state the reason for the cancellation. You then have a further 14 days to get the goods back to us.
Shipping/delivery charges are your responsibility when making a return, however, you will receive a repayment for the shipping charge for the order.
To cancel your order, please provide us with notice either by letter or email, in each case within the statutory cooling-off period and giving details of the items ordered and, where appropriate, their delivery date.
If you exercise your right to cancellation after the item has been delivered to you, please follow the instructions for returns above to the stated address. Please note that you will be responsible for the costs of returning the items to us unless we delivered it in error.
Orders will be sent to the delivery address that you have submitted on your order form. We cannot be held responsible if that delivery address is incorrect. Please note that we cannot deliver to PO boxes. (There are some delivery restrictions on where we can deliver, and these will be given to you on request.) The title of the products will be transferred to you on delivery.
Once a product has been received by you, all risk of damage to or loss of the product will pass to you.