Terms of service
LOKKE
Burgstrasse 22
9404 Rorschacherberg
Switzerland
Email: longlivelokke@gmail.com
Website: lokke.xyz
Terms of Sale
1. About these terms
These Terms of Sale apply to purchases made through lokke.xyz. Please read them together with our Shipping Policy, Return Policy and Privacy Policy before placing an order. Any mandatory consumer rights that apply to your purchase remain unaffected by these terms.
2. Products and availability
Our products are offered subject to availability. Product descriptions, size information and prices are displayed on the relevant product pages. We make reasonable efforts to show colours, fabrics and details accurately. Their appearance may vary slightly depending on your screen and its settings. This does not affect your rights if a product is faulty or materially different from its description.
3. Placing an order
Please check your selected products, sizes, quantities, delivery address and contact details before completing checkout. You must provide accurate information so that we can process and deliver your order.
After checkout, you will receive an order acknowledgement by email. Unless we expressly accept your order earlier, the sales contract is concluded when we send your dispatch confirmation. If we cannot fulfil your order, we will inform you and refund any payment received for the unavailable products.
4. Prices and payment
The applicable product price, checkout currency, shipping charges and any taxes collected by us are shown before you complete your purchase. Payment is processed using the payment method selected at checkout.
We may change prices for future purchases. Price changes do not alter the price of an order we have already accepted. If we discover a pricing error before accepting your order, we will contact you to explain the correction and give you the choice to proceed at the correct price or cancel for a refund.
5. Shipping and delivery
All orders are shipped from Switzerland. Our current estimated delivery times are:
- Switzerland: 3–5 business days.
- Germany and Austria: 6–8 business days.
- Other European countries: 7–9 business days.
Shipping costs are CHF 7 for Switzerland and €9 for Germany and Austria. Shipping charges for other available destinations are displayed at checkout.
Once your order has shipped, you will receive a tracking link by email. Delivery times are estimates unless a binding delivery date has been expressly agreed. Customs processing, public holidays and transport disruptions may affect delivery.
If your order is significantly delayed or appears to be missing, please contact us. Your statutory rights relating to delayed or failed delivery remain unaffected.
6. Customs, duties and import charges
Orders delivered outside Switzerland may be subject to import VAT, customs duties or handling charges imposed by the destination country or carrier. Unless expressly included in the checkout total, these charges are payable by the recipient. Their amount depends on the destination and applicable rules.
Please contact your local customs authority if you need information about potential import charges before placing an order.
7. Order changes and cancellations
If you wish to change or cancel an order, contact us as soon as possible at longlivelokke@gmail.com. We will check whether the requested change is still possible. Once an order has been dispatched, it may no longer be possible to change its contents or delivery address. This does not affect any applicable statutory right of withdrawal.
8. Our voluntary 30-day return policy
You may request a return within 30 days of receiving your item. To qualify under this voluntary policy, the item must be unworn, unused, in its original condition, with its original tags attached and in its original packaging. Please provide your order number, receipt or other proof of purchase.
To request a return, email longlivelokke@gmail.com. Once your return has been accepted, we will provide return instructions and, where applicable, a return label. Providing a label does not mean that return shipping is free. The customer pays return shipping for change-of-mind returns.
Please request your return before sending an item back. Returns under this voluntary policy must be sent to:
LOKKE
Burgstrasse 22
9404 Rorschacherberg
Switzerland
The conditions in this section apply to our voluntary return policy. They do not limit statutory withdrawal rights or rights relating to faulty or incorrectly supplied products.
9. Return exclusions
Personalised or made-to-order products and sale items are excluded from our voluntary 30-day return policy. Gift cards are also excluded from that voluntary policy.
These exclusions do not remove any mandatory rights that apply to your purchase. In particular, a discount alone does not remove an applicable statutory right of withdrawal.
10. Statutory withdrawal rights for EU consumers
Where EU consumer withdrawal rules apply, you may withdraw from your purchase without giving a reason within 14 days after you, or a person nominated by you other than the carrier, receives the goods. If one order is delivered in separate shipments, the withdrawal period begins after receipt of the last item.
To exercise this right, send a clear statement of your decision to withdraw to longlivelokke@gmail.com or to our postal address above. Include your name, address and order details. You may use the model withdrawal form below, but this is not compulsory.
Send the goods back without undue delay and no later than 14 days after notifying us of your withdrawal. You bear the direct return shipping costs for a change-of-mind withdrawal.
You may inspect the goods as you would reasonably do in a shop. You are only responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging and attached tags are requested, but their absence does not automatically invalidate a statutory withdrawal.
Statutory exceptions may apply, including to clearly personalised goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed. These exceptions apply only where the legal conditions are met.
11. Refunds
For returns under our voluntary 30-day policy, we will notify you after receiving and inspecting your return. If approved, we will issue the refund to your original payment method within 10 business days. Your payment provider may need additional time to show the refund in your account. If more than 15 business days have passed since approval, please contact us.
For a valid statutory EU withdrawal, we will reimburse the payments due, including the cost of our least expensive standard outbound delivery option, without undue delay and within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.
Additional charges for a premium delivery option are not reimbursed under the statutory withdrawal rules. Refunds use the original payment method unless otherwise expressly agreed, and we do not charge a refund fee.
12. Exchanges
If you would like a different size or product, please request a return for the original item and place a separate order for the replacement. Replacement products remain subject to availability.
13. Damaged, faulty or incorrect items
Please check your order when it arrives. If an item is damaged, faulty or incorrect, contact longlivelokke@gmail.com promptly with your order number and a description of the issue. Photographs can help us assess the problem.
We will provide an appropriate remedy in accordance with applicable law. Necessary return costs for a confirmed faulty or incorrectly supplied item will be covered by us. Our voluntary return conditions and exclusions do not restrict your statutory rights concerning such items.
14. Personal data
Information about how we collect and use personal data is available in our Privacy Policy.
15. Applicable law and disputes
These terms are governed by Swiss law. Where mandatory consumer protections in your country of habitual residence apply, those protections remain available to you. Nothing in these terms restricts any mandatory right to bring a claim before a competent court.
If you have a complaint or a question about an order, please contact longlivelokke@gmail.com so that we can work with you to resolve it.
16. Changes to these terms
We may update these terms for future orders. The version applicable when your order is placed will govern that purchase. If a provision is found unenforceable, the remaining provisions continue to apply to the extent permitted by law.
Model withdrawal form
Complete and send this form only if you wish to withdraw from your purchase.
To: LOKKE, Burgstrasse 22, 9404 Rorschacherberg, Switzerland; longlivelokke@gmail.com.
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Goods / order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):