Refund policy
Thank you for shopping with LOCKED.
We want you to be happy with your order. Please read our Return & Refund Policy carefully before making a purchase.
Returns
We accept eligible returns within 14 days of delivery.
To be eligible for a return, your item must be:
- Unworn
- Unused
- Unwashed
- In original condition
- In original packaging
- Returned with proof of purchase
For hygiene reasons, socks cannot be returned if they have been worn, tried on, washed, damaged, marked, or removed from their original packaging.
To request a return, please contact us first at:
Please include your order number, full name, and reason for return. Do not send items back without contacting us first, as unauthorised returns may not be accepted.
Change of Mind Returns
We do not offer refunds for change of mind once an order has been shipped.
This includes cases where:
- You ordered the wrong size
- You selected the wrong product or colour
- You changed your mind
- You no longer want the item
At our discretion, we may offer an exchange or store credit if the item is unworn, unused, unwashed, and in original packaging.
Return shipping costs for change-of-mind returns, wrong-size orders, or incorrect product selections are the customer’s responsibility.
Exchanges
We may accept exchanges for size or product changes if:
- The exchange request is made within 14 days of delivery
- The item is unworn, unused, unwashed, and in original packaging
- The requested replacement item is available in stock
- The return is approved by us before being sent back
Customers are responsible for return shipping costs for exchanges unless the item is faulty, damaged, or incorrect due to our error.
To request an exchange, please email:
Faulty, Damaged, or Incorrect Items
Please inspect your order when it arrives.
If your item is faulty, damaged, or incorrect, contact us as soon as possible at:
Please include:
- Your order number
- Your full name
- A description of the issue
- Clear photos of the item and packaging
Once we review the issue, we will provide a suitable solution. This may include a replacement, refund, or store credit, depending on the situation.
If the issue is due to our error or the item is confirmed to be faulty, LOCKED will cover the reasonable return or replacement shipping costs.
Refunds
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Please allow time for your bank or payment provider to process the refund.
Original shipping fees are non-refundable unless the return is due to a faulty, damaged, or incorrect item.
Sale Items
Sale, discounted, promotional, or clearance items are final sale and cannot be returned for change of mind.
This does not affect your rights under Australian Consumer Law if the item is faulty, damaged, or does not meet consumer guarantees.
Non-Returnable Items
We cannot accept returns for:
- Worn socks
- Tried-on socks
- Washed socks
- Used items
- Items removed from original packaging
- Items damaged due to misuse
- Items returned without approval
- Gift cards, if applicable
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect due to our error.
We recommend using a tracked shipping service, as LOCKED is not responsible for returns lost in transit.
Order Cancellations
If you need to cancel an order, please contact us immediately at:
If your order has not yet been processed or shipped, we may be able to cancel it.
If your order has already been shipped, it cannot be cancelled and will need to follow the return process above.
Australian Consumer Law
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances.
Contact Us
For return, refund, exchange, or order enquiries, please contact us at: