Return & Refund Policy
The short version: you have 30 days after your order arrives to request a return. Items need to be unworn, with tags and in the original packaging. Start your return from your account, and don't send anything back before we've confirmed it. You pay for return shipping.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Conditions
To be eligible for a return, your item must be in the same condition that you received it: unworn and unwashed, with tags, and in its original packaging. Shoes should come back in their original box. You'll also need the receipt or proof of purchase.
How to start a return
Request your return in your account with the button below.
Returns need to be sent to: Lockwood Avenue, IJzerenwaag 1, 2000 Antwerpen, Belgium.
If your return is accepted, we'll send you instructions on how and where to send your package. Please use a tracked service and put your order number on the parcel. Items sent back to us without first requesting a return will not be accepted.
Return shipping
You pay for sending your return back to us, and we don't refund the return postage. If we sent you the wrong item, or it arrived damaged or faulty, we pay. Please email us first and we'll sort out the shipping.
Sale items
Sale items can be returned within the 14-day withdrawal period described below. The extra days up to 30 days don't apply to sale items or final sale products.
Refunds
We'll notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at help@lockwood-avenue.com.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-returnable items
Custom products (such as special orders or personalized items) and gift cards cannot be returned. Please get in touch if you have questions or concerns about your specific item.
European Union: right of withdrawal
If you are located in the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The 14-day period begins from the day you (or a third party you designate) receive the last item in your order. If the 14-day period ends on a weekend or public holiday, it extends to the next business day. This right applies to all purchases, including sale items.
Cancellations: If your order has not yet been fulfilled, you may cancel it by contacting us at help@lockwood-avenue.com.
Returns: To exercise your right of withdrawal for a fulfilled order, contact us at help@lockwood-avenue.com or request a return in your account before the 14-day period expires. You may return the goods within 14 days of notifying us.
You may open and inspect the goods as you would in a physical store. However, if the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics, and functioning, we reserve the right to deduct that diminished value from your refund.
Refunds: We will process your refund within 14 days of receiving your withdrawal notice, provided we have received the goods back or you have supplied proof of return shipment. Refunds will be issued to your original payment method and include the standard delivery cost you paid.
Return shipping: You pay the cost of sending the goods back. If we sent the wrong item, or it arrived damaged or faulty, we pay.
The right of withdrawal does not apply to custom or personalized products, sealed goods that are not suitable for return due to health or hygiene reasons once opened, or digital content once download has begun with your consent.
Questions?
Email us at help@lockwood-avenue.com. Lockwood Avenue, IJzerenwaag 1, 2000 Antwerpen, Belgium.