FAQ

1. Do you place items on back order?

We don’t do that, it’s not part of our policy.

2. How can I provide feedback about a product?

You can find a section “Customer Reviews” for each one of our products, where you can provide feedback for it. Just click on “write a review” and fill in the form

3. How do I use live chat?

At the bottom right corner on our website, you will see a WhatsApp icon. By clicking on it, you will be redirected to a code capture page. You need to open your WhatsApp, scan the code and you will be invited to a chat, where you are welcome to ask any questions, related to our products and services.

4. What are cookies?

Cookies are small pieces of information collected by your browser and stored on your computer. Cookies improve your online browsing experience by allowing the website to remember your actions and preferences like the info you have filled up on the website, so you can use it for your next order. That way re-entering your information for a further order won't be needed. Cookies also help us to get a little bit more information about the user like - is it a first time user or a returning user/customer.

5. Do I need to enable cookies in my browser?

This is up to you. You can manage your browser’s cookies from its settings window. Each browser’s Clear Private Data tool will also delete cookies. Keep in mind that you will have to add your products and info again every time you come back to the website if you don't enable the cookies of your browser.

6. What is your ABN?

An Australian Business Number (ABN) is a unique 11 digit number that identifies your business to the government and community. An ABN doesn't replace your tax file number, but it is used for various tax and other business purposes.

7. When can I expect new products to be listed on your website?

Our goal is to add new products every month.

8. How do I send my return back and how long will it take?

You can contact us within 3 days of receiving your purchase, and if you are not satisfied, we will refund your money immediately on the return of the product. Please note that the buyer is responsible for the returned shipping cost.

9. Can I change my delivery address?

Yes, please write to us via the live chat, or on our email: info@lockerroom.bg

10. I’ve placed my order but when will it arrive?

We usually need up to 5 days to make the garment and DHL need usually up to 3 days to deliver!

11. How do I know if my order has been delivered, I think it might be lost?

We use DHL EXPRESS WORLDWIDE for shipping your orders. You can use the tracking code provided in the shipping confirmation email to track your order on DHL’s website.

12. How do I track my order?

You can use the tracking code provided in the shipping confirmation email that you received, to track your order on DHL’s website.

13. Do you ship internationally?

We use DHL EXPRESS WORLDWIDE, so your order can be delivered everywhere around the world. Please note that We DO NOT ship to P.O. BOX in the USA!

14. What is your shipping policy?

Your order will be shipped out within 3-5 days of receiving it, sometimes even less.

15. Where can you deliver my order to?

Your parcel can be delivered to your home, your workplace – everywhere around the world. Please note that We DO NOT ship to P.O. BOX, because of the DHL policy!

16. What are the delivery charges?

You can find information about the global delivery charges for DHL here: https://www.dhl.de/en/privatkunden/preise/preise-international.html

17. What is your return policy?

You can contact us within 3 days of receiving your purchase, and if you are not satisfied, we will refund your money immediately on the return of the product. PLEASE NOTE that the buyer is responsible for return shipping cost.

18. Are there any items excluded from the returns policy?

There are no items excluded from the return policy. If you want to exchange item Shipping fees for the new item are CLOTHES BY LOCKER ROOM responsibilities (we will pay the delivery of the new item to you) The initial shipping cost is not refundable. CUSTOM ORDERS ARE NON RETURNABLE !!!

19. How will I be refunded?

Your refund will be processed and you will receive the amount that you’ve paid directly to your credit card or PayPal account (depending on the payment method you chose during the order process). Please have in mind that the initial shipping cost is not refundable.

20. I received something different than what I ordered?

You can get in touch with us, so we can solve the problem. You can also exchange item Shipping fees for the new item are CLOTHES BY LOCKER ROOM responsibilities (we will pay the delivery of the new item to you) The initial shipping cost is not refundable.

21. Do I pay postage on returns?

Yes, you are responsible for covering the fee for the return of the item.

22. Who do I contact if I'm having trouble ordering online?

You can contact us via our live chat (please refund to “3. How do I use live chat?”). You can also refer to our contact us page if you prefer to reach us by email.

23. How can I pay for my online purchases?

We accept PayPal payments. PayPal accepts all major credit and debit cards and is a safe and reliable payment method that provides you with a high level of security and protection You can pay without a Paypal account with your credit card. Just choose the option 'Paypal' and then find the option 'pay by credit card'. Your payment will be processed by PayPal only and you DON'T need to have a PayPal account!

24. What happens if my parcel doesn't arrive, or is lost in transit?

You can get in touch with us in order to help you exchange the item or request a refund for it.

25. What if I am not home when my order is delivered?

You will receive a call from DHL and you can request the item to be detained at their local office, from where you pick it up later at a convenient time for you.

26. How long is delivery?

It takes just 1-3 days for the items to arrive at your door!

27. How long do I have to return an item?

You can contact us within 3 days of receiving your purchase, and if you are not satisfied, we will refund your money immediately on the return of the product.

28. Do I need to pay for return postage if the item is faulty?

We understand that the item might be damaged during the shipment itself, for which we are really sorry. You can always return your product if that’s the case. Please, contact us in order to resolve the problem.

29. Can I change/cancel my order?

Yes, you could change or cancel the order up to 24 hours after it is made.

30. What currency do you use?

All prices listed on our website are in USD.

31. How do I contact customer care?

You can contact us via our live chat (please refund to “3. How do I use live chat?”). You can also refer to our contact us page if you prefer to reach us by email.

32. Which courier company do you use?

We use DHL to ship our parcels worldwide.

33. How secure are my credit card and personal information?

We accept PayPal payments. PayPal accepts all major credit and debit cards and is a safe and reliable payment method which provides you with a high level of security and protection

34. How do I know which size I am?

In order to be able to better determine the most appropriate size for you, we encourage you to check our size chart, or you could contact us and provide us your body measurements, which is the most secure way.

35. How will I know if you have received my return?

You will receive a notification from the courier you choose to return the item with. Meanwhile, you can easily track your shipment on their website. In the day we receive the parcel we will inform you via the provided email.

36. It's been longer than the expected delivery time to receive my parcel, what now?

Sometimes it could take some additional time in order for the shipment to be completed. But you have to rest assured that your item will arrive. You can track it’s progress here!

37. What should I do if my parcel is missing an item?

Please, contact us via live chat or the email: info@lockerroom.bg and we will make sure to solve the problem.

38. Can I see my order history?

Yes, you are able to view the order history through your user profile.

39. Can I change my order after it has been placed?

Yes, you could change or cancel the order up to 24 hours after it is made.

40. Can I add to my order?

Yes, you could change the order up to 24 hours after it is made.

41. Can I cancel something from my order?

Yes, you can contact us and we will assist with the cancellation of a specific item from your order. We will issue a refund for it, though, please bear in mind that you have to cover the return shipping costs if the items have already arrived. 

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