Shipping policy

Shipping Policy

Last updated: 25 May 2026

Where we ship from

Many Lockhone products ship directly from our manufacturing partners overseas (primarily mainland China and Hong Kong). This keeps prices low but means longer transit times than retail high-street equivalents. We tell you exactly what to expect below.

Processing time

Orders are processed within 1–3 working days of payment. You will receive a dispatch email with a tracking number once your order leaves our supplier.

Delivery time (from order, not from dispatch)

  • United Kingdom: 8–15 working days
  • European Union: 10–18 working days
  • United States & Canada: 12–20 working days
  • Australia & New Zealand: 14–22 working days
  • Rest of world: 15–25 working days — contact us before ordering for an accurate estimate

These are working-day estimates and exclude weekends, UK and destination-country public holidays, and seasonal courier delays. We may use Royal Mail, Evri, DPD, DHL, China Post + local hand-off, or destination-country equivalents.

Shipping costs

  • UK: Free over £50, £3.99 below
  • EU: £7.99 flat
  • US / Canada / Australia / NZ: £12.99 flat
  • Rest of world: calculated at checkout, or email us

Tracking

Every order receives a tracking number. Tracking may take 3–5 working days after dispatch to begin updating. If you don't see updates after 5 working days, email us and we will chase the courier.

Customs duties & import VAT (international orders only)

Deliveries outside the UK may be subject to customs duties, import VAT, or handling fees levied by the destination country. These are not collected by us at checkout and are the responsibility of the recipient. We declare honest commercial values on all parcels.

Lost or delayed parcels

If tracking shows no movement for 7 working days after dispatch, or your parcel has not arrived within the upper end of the delivery window above, email herofactory64@gmail.com with your order number. We will:

  • Open a courier investigation on your behalf, OR
  • Replace the item at no cost, OR
  • Issue a full refund — your choice.

Wrong address

You are responsible for the shipping address provided at checkout. If you spot a mistake, email us within 30 minutes — we may be able to amend before the supplier picks the order. After the supplier has picked, we cannot guarantee changes.

Returns

See our Refund & Returns Policy.

Contact

Email: herofactory64@gmail.com
Response: within 24 hours, Monday–Friday.