Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at help@lockwood-avenue.com. Please note that returns will need to be sent to the following address: IJzerenwaag 1, 2000 Antwerpen, Belgium

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at help@lockwood-avenue.com. 

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

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.

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 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.

Return shipping: We will provide a prepaid return label.

Note: The right of withdrawal applies to all purchases, including sale items. It 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.

Refunds
We will 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’ve approved your return, please contact us at help@lockwood-avenue.com.