Frequently Asked Questions (FAQ)


How can I place an order?

  • To place an order, follow these simple steps:
  • Select the item(s) you wish to purchase, Click the "Add to Cart" button.
  • Once all your desired items are in your cart, proceed to checkout by clicking the basket icon in the top right corner of the page.
  • Fill in the required information, confirm your order, and you will receive an email confirmation.
  • You'll also receive a tracking number once your item(s) are shipped.

I have a pre-order item in my order; will my order still be shipped?

  • If your order includes both available stock and pre-order items, we will ship the available stock according to your chosen shipping method. Once the pre-order item becomes available, it will be automatically shipped to you. You will be charged for the pre-order item along with the rest of your order.

 What should I do if an item is missing from my order?

  • If you receive your order and find that an item is missing, please first check the accompanying paperwork for any messages indicating that the missing item(s) will be delivered separately. If there is no such message, kindly email us at contactus@loxvault.com, and we will promptly investigate the issue and arrange for the missing item(s) to be sent to you at no extra cost.

 My item is faulty or damaged; what should I do?

  • If you discover that your item is faulty or damaged, please contact us immediately. We will be happy to send you a replacement and coordinate the return of the defective product.

 Where can I check my order status?

  • You can easily track your order after purchase, regardless of the shipping location. Simply log into your account or download our Shop app to monitor all your orders placed through our website.

 What are your shipping rates and delivery times?

  • We offer free shipping Worldwide.
  • Orders are processed within 48 hours, and you can expect to receive your purchase within 4-8 business days.


What is your return policy?

  • To be eligible for a return, items must be in their original condition, unworn or unused, with tags attached, and in their original packaging. You will also need to provide a receipt or proof of purchase. Please contact us at contactus@loxvault.com to initiate a return.

Is there a fee for returning items?

  • While we hope you won't need to return anything, if you do, please note that we do not currently offer free returns. The cost of return shipping is to be covered by the purchaser. For detailed information, please refer to our returns policy. In summary, all items for refund or exchange must be returned with the tags intact and without any damage.


What materials do you use in your jewellery?

  • Our jewellery is crafted with premium materials, including a durable 18K gold coating for added longevity and resistance to wear.

How do I care for my Lox Vault jewellery?

  • To maintain the beauty of your jewellery, avoid exposing it to harsh chemicals or abrasive surfaces. Gently clean your jewellery with a soft cloth to remove dirt and oils, and store it in a cool, dry place when not in use.
  • To maintain your stainless-steel jewellery, gently rub it with a soft cloth in a firm, circular motion. This should remove any residual dirt or grime and leave the stainless steel with a shiny finish. Please ensure that your jewellery is kept out of the reach of children.

What is the warranty on your products?

  • We offer a lifetime warranty on all orders, ensuring the utmost satisfaction and confidence in the quality of our products. If you encounter any issues, please contact us by clicking here.

Do you use ethically-sourced materials?

  • We are committed to providing quality products that are manufactured using ethical and sustainable practices.