Frequently asked questions
I HAVE NOT RECEIVED AN ORDER CONFIRMATION. HAVE YOU RECEIVED MY ORDER?
If your order confirmation is not in your email inbox, please first check the spam folder of your email inbox. If you can not find it there, the reason might be that there is a typo in the email address, which you gave us with your order. Please send an email to the customer service with the most accurate details of your order (order date, engraving and recipient name). Our customer service will then manually try to find your order and resend you your order confirmation.
I HAVE MADE A MISTAKE IN THE ENGRAVING? CAN I STILL CHANGE THE ENGRAVING?
Please always check your order confirmation! There you can find a summary of all the information you have provided. If you need any changes, please contact our customer service by email immediately. Timely change requests before your love lock has been engraved are possible without any problems. After your love lock has been engraved change requests can only be made against a processing fee of 10 €. If you have ordered a love candle and it has already been cast, there will be a processing fee of 20 €. Unfortunately, if your love lock has already been sent, we will not be able to make any changes.
CAN I CHANGE MY SHIPPING ADDRESS?
Yes, if your order hasn't been sent yet. Just send us an email with your order number and the new delivery address.
CAN I CANCEL MY ORDER?
As long as your love lock has not yet been engraved, you can simply cancel your order by email. If your love lock is already engraved, a cancellation is no longer possible.
CAN I PAY BY BILL OR WITH CASH ON DELIVERY?
No, due to bad experiences in the past, we no longer offer these payment methods.
WHAT DOES MY ORDER CONTAIN?
Your order always includes your individually engraved love lock including a key. If you have decided on a love candle, your personal love lock is inside the candle. Your love lock can be removed from the candle at any time without damage. If you have decided on a love frame, your personal love lock is in a glass-free picture frame designed by you.
MY PARTNER HAS SEPERATED FROM ME. CAN I RETURN THE LOVE LOCK?
No, that's not possible. Your love lock is an individually made product for you, which we can not sell otherwise.
IS IT POSSIBLE TO MAKE A BULK ORDER? WHO CAN I CONTACT FOR A LARGER B2B ORDER?
Yes, of course. For us orders of at least 20 love locks or 10 love candles or 10 love frames count as bulk order. Please contact firstname.lastname@example.org. Always include the delivery date, delivery location, product, and quantity in your email. We will gladly prepare an individual offer. If you are planning to order more than 100 products, please contact us at least four weeks in advance, if possible.