Last Updated: November 5, 2025
Effective Date: November 5, 2025

These Terms and Conditions govern your use of the website https://locketi.com and any purchase made through it.
The website is owned and operated by Locketi. By accessing the website or placing an order, you agree to be bound by these Terms.
If you do not agree, you must discontinue use of the website.

We may update these Terms at any time. Updates take effect immediately upon publication, and continued use of the website constitutes acceptance of the revised Terms.

Eligibility and Customer Responsibilities

By placing an order, you confirm that you are at least 18 years old (or have parental consent), that all information you provide is accurate and complete, and that you are authorised to use the selected payment method. You are responsible for ensuring that all personal details—including names, dates, engraving information, birth metrics, and shipping details—are correct at the time of ordering.

Product Information

We strive to present our products, materials, engravings, and finishes accurately. As many items are handcrafted, slight variations may occur.
Screen differences, lighting conditions, and natural materials may result in minor colour or detail deviations that are not considered defects.
For personalised items, customers are solely responsible for verifying all submitted information prior to purchase.

Personalised Items

Personalised items are made specifically for you according to the details you provide. Once an order containing a personalised product is submitted, it enters production immediately and cannot be changed, cancelled, returned, or refunded. This includes errors in spelling, names, numbers, dates, photos,
birth metrics, or any other customisation details.

This policy is consistent with EU consumer law, which exempts customised goods from the right of withdrawal.

Order Processing

Production time varies depending on product type and season. Most personalised items are prepared within one to two business days.
During peak periods, processing times may be longer. You will receive an order confirmation by email, followed by a shipping notification once your parcel has been dispatched.

Shipping and Delivery

We ship worldwide and provide estimated delivery timeframes at checkout. These are approximate and may be affected by factors beyond our control, including customs inspections, courier delays, weather conditions, or high-volume periods. Once a parcel has been handed to the courier, responsibility for transit passes to the courier.

If a parcel is marked as “delivered” by the courier, this is considered official proof of delivery. We do not offer refunds for orders that show a delivered status, nor are we responsible for theft or loss occurring after delivery. Customers are responsible for ensuring that the delivery address provided at checkout is accurate and accessible.

Parcels returned to us due to an incorrect or incomplete address may be reshipped at the customer’s expense.

Lost Parcels

A parcel is considered lost only once the courier completes its investigation and confirms that it cannot be located.
The investigation timeframe is typically 20 working days for European destinations and 35 working days for all other regions.
If a parcel is officially declared lost, we will send a replacement at no additional cost. Refunds are not issued for lost parcels.

Returns and Exchanges

Personalised items cannot be returned or exchanged unless they are defective due to a confirmed manufacturing issue.
Non-personalised items may be returned within 14 days of delivery if they are unused, in original packaging, and in resellable condition.
Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.

Defective or Incorrect Items

If you believe that an item is defective or incorrect, you must notify us within 7 days of delivery. Your message must include your order number and clear photographs showing the issue.

The following issues must be reported at the time of arrival (within 7 days) to qualify as manufacturing defects:
• Product arriving scratched, cracked, or damaged
• Personalisation errors made by Locketi
• Photo-printing defects caused by our production process

Once received, we will assess the case and determine the appropriate resolution. If a manufacturing defect is confirmed, we will repair or replace the item in accordance with our warranty.

We cannot offer replacements or refunds for issues caused by incorrect personalisation details submitted by the customer, nor for damage resulting from misuse, improper care, exposure to moisture or chemicals, accidental impact, or normal wear and tear.

Warranty

We stand behind our craftsmanship. All Locketi jewellery is covered by a two-year warranty from the date you receive your order, protecting you against manufacturing defects under normal, intended use. This warranty applies to the original purchaser only and is not transferable. A valid order number or proof of purchase is required.

If we confirm a manufacturing defect, we will repair the item at no cost or replace it with the same or a similar item of equal value. If the original style is no longer available, we may offer an equivalent replacement or store credit for the original purchase value.

The following issues are covered throughout the 2-year warranty period, provided they occur under normal, intended use:
• Clasps, hinges, or joints that fail under normal wear
• Production defects in the locket body or closing mechanism

This warranty does not apply to issues caused by accident, improper care, or normal wear and tear. Examples include:
• Loss or theft
• Normal wear (scratches, plating wear, tarnish)
• Tarnish or color changes caused by skin pH, humidity, sweat, cosmetics, or environmental factors
• Bent, stretched, or broken parts caused by snagging, impact, or force
• Damage from perfume, lotions, cleaning agents, moisture, or any liquids
• Photo damage caused by moisture inside the locket
• Issues resulting from low-resolution, cropped, filtered, or edited photos supplied by the customer
• Damage from attempted self-repair or third-party alterations
• Damage from abrasive cleaning or non-approved cleaning methods
• Minor engraving or alignment variations not visible under normal viewing conditions

We may request clear, unedited photos or videos showing the item and the affected area. We may also ask you to return the item for inspection. If the issue is not confirmed as a manufacturing defect, return shipping may be at your cost.

This warranty does not include refunds for personalised items. Our responsibility is limited to repairing or replacing the item. We are not liable for indirect or consequential losses.

How to Make a Claim
Email info@locketi.com with:
• Proof of purchase (order number)
• Your contact details
• A brief description of the issue
• Clear photos or a short video of the item (including the affected area)
• For shipping damage: photos of the outer packaging and label
We will review your request and provide the next steps.

Prices, Taxes, and Duties

Prices on the website include VAT where applicable. Customers outside the EU may be subject to customs duties or import taxes upon arrival. These charges are the customer’s responsibility.

Gift Cards and Vouchers

Gift cards and promotional vouchers are non-refundable, non-transferable, and may not be exchanged for cash.
They are valid exclusively on our website and are subject to any usage conditions provided at purchase.

Payment

We offer a wide range of secure payment options. Payments may be made using credit and debit cards processed through Stripe and Revolut, as well as Apple Pay, Google Pay, Klarna, PayPal, iDEAL, Bancontact, Przelewy24 (P24), Swish, EPS, KBC/CBC, BLIK, Multibanco, and MB Way.
All payments are encrypted and processed by trusted third-party providers.
We reserve the right to cancel or hold an order if a payment fails, appears suspicious, or violates these Terms.

Intellectual Property

All content on the website—including product designs, text, images, and branding—is protected by copyright and other intellectual property laws.
You may not use or reproduce any content without prior written consent.

Limitation of Liability

To the fullest extent permitted by law, our total liability for any claim shall not exceed the amount paid for the order in question.
We are not liable for indirect or consequential damages, including courier delays, customs delays, or third-party service disruptions.

Governing Law

These Terms are governed by the laws of Lithuania. EU consumers retain all mandatory consumer protection rights in their country of residence.

Modifications

We reserve the right to amend these Terms at any time without prior notice. Changes take effect upon posting on the website.

By making a purchase on our website, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
For any questions, please contact info@locketi.com.