Repairs, Returns and Refunds

Returns, Exchanges & Repairs Policy

At the Locket Sisters, every piece we create is custom-made with care regarding your specified personalization, which means our policies are a little different than mass-produced retailers.

Plus, you can probably tell from the real reviews our customers have left for us over the last 8 years that we're here to help if anything's off. And, as we've grown, we found it was smart to clarify how we operate -- not just for our sake, but for clarity of our customers as they decide if we're the right fit for what they're looking for in a keepsake locket.

Returns

We put so much care into handcrafting every single locket, and returns continue to be incredibly rare – just a fraction of a percent. Yet, in the unique situation where our work isn’t a fit for what you need or seek, we can help.

Returns are accepted within 14 days of delivery, minus a 25% Responsible Recycling Fee to cover the costs of reclaiming and responsibly handling the metals for repurposing into new use. Shipping costs are not refundable.

In these rare cases, we will send you a return label to send the locket back to our studio. Once it’s in our hands, we will issue the refund minus 25% of your order total via the same payment processor used in the original order. 

If there’s an issue with your purchase, our first priority is always making it right — whether through repair, replacement, or other support. We want you to feel taken care of and confident in your experience with the Locket Sisters.

Exchanges

PHOTO REPLACEMENT

It's also really rare that someone is dissatisfied with the photograph they chose for the locket, or that someone else chose for them as a gift. Because the images are permanently set under secure and protective resin, updating photos requires crafting a brand-new locket. We want you to love your new locket, and not see the photo as a distraction you wish could be changed, so we created an exchange policy to solve this.

You can send back your locket to be recycled, and receive store credit for the cost of your original locket minus a 25% Responsible Recycling Fee, which gives us the opportunity to repurpose the materials through a process of melting down the metal and discarding the protective resin safely, and gives you the chance to create something you love. Shipping fees are not refundable.

To start this process and receive store credit to start shopping for a better fit, contact us within 14 days of delivery. You can email us at hello@thelocketsisters.com, text us at (612)567-2397, or fill out the form below. We will add a return mailing label to your new order when we send it out so that you can send back the original locket for recycling.

LOCKET STYLE EXCHANGES

We gather that most of our customers spend time really considering which locket they want. On rare occasions, what you thought the locket would feel like and what it’s really like are different. Or maybe you got a gift and they kinda really missed the mark on what your style preferences are for jewelry, or perhaps for this specific keepsake. Whether the locket feels larger in person than expected, too small, or a partner chose one that isn’t quite your vibe, we have an exchange option for this dilemma.

Within 14 days of delivery, we offer store credit for the original purchase price minus a 25% Responsible Recycling Fee. We will add this to your Locket Sisters account so you can select any new locket style that suits you best, on your own time. 

Because we design each piece just for you, the recycling fee allows us to responsibly reclaim and properly handle the materials used to make your customized locket.

To start this process and receive store credit to start shopping for a better fit, contact us within 14 days of delivery. You can email us at hello@thelocketsisters.com, text us at (612)567-2397, or fill out the form below.

Repairs

We know that jewelry is meant to be worn and loved, especially ours — so occasional repairs or tune-ups can be totally normal. Our goal is to keep your locket looking beautiful and working perfectly for years to come.

Below are the most common repair needs we see, and how we can help:

LOCKETS THAT DON'T STAY CLOSED

One of the best signs that you're wearing and enjoying your locket is that it's shifted a little over time, as many things do (think shoes, coats, kitchen cabinets). This means your locket keeps popping open, or won't stay closed.

For this issue, we manually adjust the internal pin that keeps the locket secure — it’s quick and done right here in our studio. You can also try this adjustment yourself using our step-by-step tutorial from the Locket Sisters:

Within 12 months of purchase: Complimentary repairs for quality-related issues 

After 12 months: $40 — includes professional cleaning and round-trip shipping

CHAIN CONCERNS

Sometimes links loosen or clasps weaken with everyday wear. Depending on the issue, we may re-weld or replace your chain.

If you’re reaching out for a repair, please include a photo or a short note describing whether the issue is at the clasp or along the chain. That helps us determine the right solution right away.

Within 12 months of purchase: Complimentary repair or replacement if a quality issue arises

After 12 months of purchase: Purchase a new chain here

DEEP CLEANING

Silver and gold naturally react with air, moisture, lotions, and life – which can lead to tarnish. You can brighten things up at home using most jewelry cleaners, or the polishing cloth that came with your locket, by following the advice at this page we put together for just this question, or by watching this video we made for you.

 

ANY OTHER ISSUE

Things happen, and we can usually fix them. If something is distracting you with your locket, please reach out to us. We genuinely want to help so you can enjoy this special piece of jewelry. You can email us at hello@thelocketsisters.com, text us at (612)567-2397, or fill out the form below.

Refunds

Similar to our return policy, refunds are given for returns upon receipt of the products ordered minus a 25% Recycling Fee and through the same payment processor you used to purchase the locket. 

Shipping costs are not refundable.

Special Note: If you forgot to enter the 10% off “Welcome” code during checkout, we’re happy to apply it retroactively – just reach out within 48 hours of placing your order.

To Request a Repair, Replacement, or Assistance

Please contact us by: