CUSTOMER CARE
We’ve put together some of the most commonly asked questions we receive below. If you don’t see what you’re looking for or still need further information, please get in touch and we’ll make sure to get you an answer as soon as possible.
Contact us for any custom order requests or questions.
We’re always ready to help!
Contact
RETURNS
At Forgotten Lockett we want to give our customers the most enjoyable shopping experience possible. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies, which detail the way we operate our business. If you can’t find the information you’re looking for, get in touch. We look forward to seeing you.
FAQ
Do you provide International delivery?
Yes! we ship worldwide.
How do I return an item?
To return your product for refund. You will be responsible for paying for your own shipping costs. Shipping costs are non-refundable. If you are shipping an Item of $50 then we advise a trackable shipping service. We don't guarantee we will receive your item. Full refund will be given once the product is received in original condition.
Shipping costs from anywhere overseas back to New Zealand may cost more than the item or not be possible due to the ongoing pandemic and international shipping issues out of our control.
We suggest picking your product wisely and let us work together to find a solution that works for both of us.
What is your returns policy?
Please understand we are a small business and we would offer the chance to repair or replace before a refund is given. Please choose carefully.
A return must be done within 10 days of arriving to the customer. We allow extra time for the post to return back to us in New Zealand.
Product must be in original condition and unworn. (we check social media and can tell) If you have any issues with the product please contact us within 10days. Many products are one of a kind and can not be replaced. If the unlikely chance goes missing in the post we will work to try and replace it with a new product.
With custom orders. This can not be returned/refunded as it is made to the customers unique measurements and style. We can offer sewing alterations if needed.
Refunds will be returned through the same payment given through the website check out. Can take up 5 working days to process.
How do I track my order?
All orders within New Zealand are all tracked and sent via NZ Courier post. You will be sent a tracking number once your order has ben dispatched.To track your order, please go to the NZ Post Website:
https://www.nzpost.co.nz/tools/tracking
All oversea orders are only partially tracked.
All orders within New Zealand are fully tracked.
How long does delivery take?
Within New Zealand shipping takes 2-4working days once sent.Within New Zealand shipping takes 2-4working days once sent.
Overseas shipping takes 10-14 working days but please allow for delays due to the pandemic. Some packages have taken up to 24 days to arrive. If you are worried or concerned please contact us for help.
For custom orders. products are made by hand and take 1-2 weeks to create before shipping.
How does a custom order work?
First contact us. You will work directly with the designer.
She will work through the process of design and measurements with you.
A custom listing will be made for you on this website for safe payment. All sizes are welcome. This process will take a few weeks plus shipping.
IMPORT TAX
Customer must pay (If any) import tax.
At this time Forgotten Lockett is unable to pay any oversea import tax. This is because we are a small business and don't yet meet the VAT/ISO import tax quantity required.
we have been advised by the post to mark any oversea as "gift" This will make may counties free from paying any impost tax.
Counties like the UK, Check republic still require import tax even on gifts.
Please ask your local Post if your unsure.