Frequently Asked Questions
Yes — we’re happy to engrave in any language. Simply enter your text in your chosen language during personalisation.
We can accommodate changes until 15:00 CET on the same day the order is placed. After this time, we cannot guarantee that modifications will be possible, as the order may already be in production. For any requests, please contact us at info@locketi.com as soon as possible.
If your text exceeds the character limit, we’ll contact you to discuss options or suggest an alternative style.
At present, we don’t offer a preview before purchase. However, in certain cases we can provide a preview after the order is placed, if requested and agreed in advance. Rest assured, our designers carefully follow your instructions to ensure a beautiful result.
Custom pieces are made to order and typically take 1–2 working days to produce. Times may vary slightly during busy periods.
We accept all major debit and credit cards, PayPal, and other secure payment methods at checkout.
If you haven’t received your order confirmation, please check your spam/junk folder. If it’s still missing, contact us at info@locketi.com and we’ll assist.
Yes — every order includes complimentary packaging for a beautiful presentation. For an extra-special touch, you can purchase a premium gift box, available as a separate product on our website.
Only one discount code may be applied per order.
Absolutely — we’re happy to accommodate bulk orders for events or corporate gifts. Please contact us for bespoke pricing and options
Yes, we ship worldwide! However, certain destination-based restrictions or customs regulations may apply. Please see our delivery page or contact us for more information
Once your order ships, we’ll email you a tracking number. You can track your order via services such as 17track.net or parcelsapp.com, or on the courier’s site (e.g. DHL for express delivery).
You’ll receive a shipping confirmation email with tracking information. If you haven’t received it within 4 working days, please check your spam/junk folder, your order status page, or contact us.
Yes, as long as your order hasn’t shipped yet. Contact us as soon as possible at to request an address update.
Customs and duty fees may apply for orders delivered outside the EU and UK. These fees are determined by your country’s regulations and are the responsibility of the customer. For more information on potential charges, please contact your local customs office.
If your order is delayed, check the tracking link in your confirmation email. If it’s marked as shipped but hasn’t arrived within the expected time, please contact us for assistance
If an order is undeliverable and returned to us, we can reship it. A second shipping fee may apply. Please contact us to confirm or update your address.
We always recommend using a secure address for delivery. The shipping company will only mark the package as delivered once it has reached the address provided. If your order is marked as delivered but you didn’t receive it, please check your mailbox, ask your neighbors, or contact your local post office. Note that we do not refund or replace items that are tracked as delivered.
Due to their custom nature, personalised items are non-returnable. However, if there’s an error in the engraving or the item quality isn’t satisfactory, please reach out to us for support.
We’re here to help! If your item arrives damaged, incorrect, or faulty, please email us at info@locketi.com with photos and details of the issue. Our team will guide you through the process to arrange a replacement or repair, ensuring you're completely satisfied with your purchase.
We craft our pieces from genuine 925 sterling silver. Many styles are also available with an 18K gold-plated finish over sterling silver, giving a warm golden tone while keeping the solid silver base. Where required, items are hallmarked to confirm metal fineness.
For best longevity, we recommend taking jewellery off before showering.
925 sterling silver: Water, soaps, shampoos and conditioners can leave residue, dull the shine and speed up tarnish. Keep away from moisture.
18K gold-plated (over sterling silver): Water, heat and detergents can wear the plating faster. To keep the gold tone vibrant, avoid showering, swimming and sauna/steam.
If it does get wet: Do not rinse. Pat dry immediately with a soft, clean cloth, let it fully air-dry at room temperature, then store in an airtight pouch or box.
Extra care: Avoid spraying perfume or applying lotions directly onto jewellery, and wipe after wear to remove sweat and skin oils.
Yes—our pieces are designed to be skin-friendly for most people. We use 925 sterling silver (92.5% silver with a small amount of other metals, primarily copper) and 18K gold plating over sterling silver. We don’t add nickel to our alloys or plating, which is the metal most often linked to irritation.
Most customers with sensitive skin wear our jewellery comfortably.
If you have severe metal sensitivities, we recommend choosing plain sterling-silver styles (without plating) and avoiding lotions/perfume on contact areas.
If any irritation occurs, remove the piece, rinse and dry the skin, and reach out to us—we’ll help.
You can reach us by email at info@locketi.com or visit our Customer Service page
Locketi is committed to eco-friendly practices, including the use of responsibly sourced materials and sustainable packaging to minimize environmental impact. Additionally, our production facilities are powered entirely by solar energy, ensuring that all the electricity we use is renewable. We continually strive to enhance our sustainability efforts to protect and preserve the planet.
