How can we help you?
- Send an e-mail to our customer service
- Visit our store in Antwerp, IJzerenwaag 1 (2000 Antwerp)
1 Ordering & delivery
1.1 What do I do if I have received the wrong product?
We do our utmost to process and follow up every order with care, but a mistake can always happen. If you've received the wrong size, another color or an entirely different product than you initially ordered, you can return it. These costs will be reimbursed by us. Please contact customer service as soon as possible so that we can already keep the right product aside.
1.2 I have entered the wrong address, what do I do?
It’s the customer’s own responsibility to properly check the data. You will always receive a confirmation e-mail after placing your order which you have to check carefully. If you notice an error in the delivery address, please contact our customer service as soon as possible.
Once your order has been shipped, you’ll get another e-mail confirming your shipment. This e-mail indicates that the package has been shipped and changing the delivery address is no longer possible. If in this stage you notice your order has been shipped to the wrong address you should contact us as soon as possible and we’ll try to come up with a solution together.
1.3 What do I do when I didn’t receive my order?
If your package hasn’t been delivered, something might have exceptionally gone wrong at the sorting center. Before contacting us, make sure to check if it’s not waiting for you at a UPS Access Point using your track & trace code on ups.com.
If you still can’t locate your package or you didn’t get a tracking code at all, you should contact our customer service and we will help you out with locating your order.
2 Payment
2.1 I have not received a confirmation e-mail, what can I do?
It’s most-likely in your spamfolder. If you still cannot find your confirmation e-mail, please send an e-mail to [email protected] and we will help you out.
2.2 How can I pay?
You can pay using: PayPal, Bancontact/MisterCash, creditcards, iDeal, Sofort Banking & Giropay.
If you're not sure about the method of payment don't hesitate to contact us on [email protected]
2.3 Can I pay after receiving my order?
Unfortunately we don't offer this service... Sorry!
3 Exchanges & returns
3.1 I'd actually like a different size of the product i've ordered
Contact us!
You can request a return via our portal.
https://lockwood.shipping-portal.com/returns/
We'll check if the product is still available in the size you want.
3.2 Actually i'm not really sure about my purchase.
Contact us!
You can request a return via our portal.
https://lockwood.shipping-portal.com/returns/
Let us know if you'd like to exchange or get a refund.
3.3 I've received my order and it's damaged.
Contact us as soon as possible!
Is the box used for shipping damaged? Or just the product?
Add some pictures to speed up the process! We'll do all the necessary to find a solution as soon as possible.
3.4 I've worn this t-shirt I bought a while back and I actually don't want it.
Unfortunately we can't help you with this problem.
It's the customer who has to inspect the product when they receive it. If it doesn't suffice to your demands you have to contact us as soon as possible.
If a product is worn it isn't eligible for exchange or refund.
3.5 So all this talk about returns, how do I return a product?
You can request a return via our portal.
https://lockwood.shipping-portal.com/returns/
Make sure the product is in the original packaging, in mint condition with all the paperwork it originally had.
4 Worries
4.1 Are you restocking a product after it's sold out?
Probably not. It could be someone cancels their order making the item available again, so just keep an eye out. If we restock an item & you want to be the first to know it’s best to follow our social media channels.
4.2 This t-shirt is so nice, how can I make sure it doesn’t starts falling apart, shrinking,… ?
Follow the washing instructions on the label inside the piece of clothing.
In any case, washing clothes isn’t very good for them, so try to keep it at a minimum.
4.3 So i've worn these shoes twice and they fell apart, what do I do?
Contact us, add some pictures of the product and detailed pictures of the damage/error.
We'll check if it's eligible for claiming, if so you'll be able to return the product for an exchange or a full refund.
Unfortunately we can't help you if the product got damaged by daily use (wear & tear) .
4.4 I'd like some more information on returning
There's a category called Exchanges & returns where you'll probably find your answer.
