All of our products are made to the highest standards and we hope that you will be happy with your purchase. However, if you are unhappy for whatever reason, we can offer either an exchange or refund of the goods provided they are returned to us within 7 days of receipt of your order, unworn, complete with all original tags, and in original and resalable condition.
**Please note: sale items cannot be returned or exchanged!
*Returned SURPLUS items will imply the discount of the shipping cost if this was for free in the first place.
*Please contact us as soon as possible within those 7 days , via email to firstname.lastname@example.org and quoting ‘ Return’ or ‘Exchange’ in the subject bar . Mention your name, order number, items you wish to return for a refund, or items you wish to exchange. We will send you an email authorizing the return and we will attach a returns form for you to print. If returning an item from outside the EU, please write 'RETURNED GOODS’ on the parcel. Lock & Stock, S.L. is NOT responsible for any return custom charges made and may refuse to receive the parcel. Please do not send items back to us before we have authorized your request.
*All items must be returned in their original condition, in their original packaging, and with all original tags still attached. We cannot refund or exchange items that have been worn, used, washed, assembled, have their tags removed, or the packaging damaged. In such a case we will not be able to offer you a refund or an exchange, and the items will be returned back to you at your cost.
* Please print and fill in the returns form we have emailed you, and add it to the parcel, together with the original invoice. Make sure the parcel is packed securely. If you don’t have access to a printer, please write down clearly your name, address details, the items you are returning including the reason why you wish to do so. In case you wish to exchange an item, please write down the items you would wish to receive instead including color and size.
*Write our address clearly on the front and your own name and address clearly on the back of the parcel.
*Send the package using a tracked service such as FedEx, UPS…. You are responsible for the costs of returning/exchanging an item.
*Keep your proof of postage until we have received and processed your return. Claims for lost or damaged returns parcels will not be accepted. The return parcel is your responsibility until we have received it and have signed for it.
*We try to process returns as quickly as possible, but please allow up to 28 days.
*Subject to all returned item conditions being met (see above) we will return your money via Paypal.
*Follow the same procedure as with a return (see above).
All exchanges are subject to product availability!
Please state clearly on the Returns/Exchange form we emailed you, which items you wish to return and which items (including size and color) you would like to receive instead. Subject to all returned item conditions being met (see above) and product availability, we will send you the new items. Delivery charges will apply to exchanges. You will be charged or credited for the price difference between the exchanged goods.
DAMAGED/FAULTY GOODS CLAIMS
*If you have received an item that is damaged or has a factory fault, please contact us within 5 days of the arrival of the package. Please inspect your purchase immediately upon receipt (including damage to the package), as no claims for damaged or faulty items will be honored after 5 days!
Contact us using the Contact Us form, and quote ‘Damage/Faulty item’ in the subject heading. We will authorize your returns request, and you will be asked to return the damaged/faulty item to us. We will process the claim, make a refund or send you a replacement if available.
*If the damage is caused by shipping, the delivery company might require an inspection, so please keep all packing materials.
*If you decide to cancel your order BEFORE we have shipped it to you, please be so kind to contact us asap via the contact page, and we will cancel your order immediately. If you have any questions regarding returns or exchanges, please feel free to contact us via the contact page, we are here to help and answer your questions!