Online shopping can sometimes be a nervous experience, wondering how a garment might fit or feel. At Lock & Key Clothing we understand this and offer a 7-day return policy for clothing so you can shop confidently and without risk.
If the garment you have purchased has not been worn, altered or washed; was not purchased on sale, using a store credit and the swing tags are still attached it can be returned to us within 7 days of being received for a full refund (minus original postage costs) or exchange.
The 7 days is calculated as per the delivery date shown on the Australia Post online tracking system that relates to you parcel. You can find the tracking system here.
It is the responsibility of the customer to ensure that goods are returned to us within the outlined timeframe. Any postage costs related to returns are at the customers expense with the exclusion of faulty items, which we are happy to reimburse.
Any items returned must meet the above criteria or request for refund/exchange will be denied.
Please note the following exclusions to our returns policy:
For hygiene reasons earrings are not available for refund or exchange due to change of mind. We will only accept refund due to fault or damage.
Sale & Clearance items are considered FINAL SALE and we have a strict NO REFUNDS policy on these items. For more information read SALE Stock policy below.
Swimwear where the hygiene strip is not present or has been removed from the briefs.
Any second hand items purchased from Kate's Closet are strictly FINAL SALE. There will be no refunds, returns or exchanges for these items.
If you have an exchange or refund please complete the Returns form which came with your order and return it to us with the garment you wish to return. We recommend that customers returning items to Lock & Key Clothing do so via registered post as we do not take responsibility for any items lost when being returned.
A copy of the returns form can also be located at the bottom of this page.
SALE & DISCOUNTED ITEMS:
Any items purchased at a discounted price or on SALE are considered final. Refunds will not be given on any sale stock however we do offer the following options if you have purchased a sale item and are unhappy with the purchase:
We are happy to exchange any sale items for a different size or style however this is subject to availability. Exchanges must be for equal or higher value (with the difference being paid by the customer if the price is higher than the original item purchased). All returns/exchanges are subject to inspection once returned. Items returned for exchange must by in original condition with tags to be accepted.
Credit notes/Vouchers can be issued to customers who cannot find something currently in stock they wish to exchange their sale stock for so they can make a purchase at a later date.
All sale stock exchanges are subject to the same returns policy as other stock (Read above for details).
Anything purchased from Kate's Closet second hand and pre-loved garments is considered final sale. There are no refunds, exchanges or credit notes on these items.
Returns on orders where a credit note has been used to purchase an item are only eligible for an exchange or further credit note. Refunds will not be given.
FAULTY OR DAMAGED ITEMS:
At Lock & Key Clothing we carefully check each order before delivery, however in the unlikely event that you do receive an item that is damaged or faulty please photograph the damage and contact us at email@example.com to organise a return.
Customers may choose to exchange or refund a faulty item and Lock & Key Clothing is happy to reimburse customers for postage costs involved in returning faulty or damaged items provided a postage receipt is provided.
Please note, buttons are not considered a faulty item and will not be covered under the faulty items conditions.
SPECIAL ORDER ITEMS:
Customers can order in special items wherever possible by emailing firstname.lastname@example.org. We are happy to offer an exchange or credit note if the item ordered it is not to your liking however please note refunds will not be given on any Special order items. Exchanges & Credit Notes will only be issued within 7 days of stock being received by the customer.
Lock & Key Clothing may offer pre-sales on special items from time to time. These are to be paid for in full through the website and will be delivered once they arrive from the supplier. Expected delivery dates may be added to the product description however these are an estimate only. Lock & Key Clothing take no responsibility for any delays in delivery.
All items purchased on pre-sale are subject to the same returns policy as other garments which comes into effect from the time the garment is received from the customer. In the event an order is cancelled by the supplier the customer will be refunded in full.
If you no longer have the returns form that came with your order you can still make a return by completing the below form and sending it along with your return to:
Lock & Key Clothing Returns
5 Kelton way
Thornlie WA 6108
All returns are processed within 5 working days of being received. Depending on your method of payment, refunds can take up to 5 working days to reach your account once processed.