Customer Care

Item Availability

 

Any item that is listed online as PRE-ORDER are still available for purchase. Pre-order means that item is currently being carefully hand crafted by our artisans, but you’re welcome to purchase as normal via the checkout. We ask that you allow 4 weeks for delivery from date of purchase for all pre-ordered items, though should they arrive at Lokoa HQ earlier than anticipated, we will endeavour to send them to the PayPal address you nominate at time of checkout.
If a style or colour way you wish to purchase is unavailable in our online store, please email our team at
orders@lokoa.com.au with the details as we may be restocking soon. In some cases, where we have discontinued the piece, we may be able to arrange a custom order for you.

 

Delivery Policy

 

All online orders are sent via Australia Post with Pre-Paid 500G – 5KG satchels with tracking number only. Shipping timeframes vary depending on your location. We will provide you with a tracking number upon request for goods sent from Lokoa HQ so that you may track your purchase using Australia Post’s dedicated tracking tool – http://auspost.com.au/track/track.html Please note, we take the utmost care to ensure your purchase reaches you safely, as such Lokoa accepts NO responsibility for items lostwithin Australia Post.  

 

Lokoa uses the shipping address entered via PayPal at time of transaction. To avoid delays please ensure your PayPal details are correct prior to the time of purchase.

 

If you wish to add insurance on goods purchased from Lokoa please email your request the team directly at orders@lokoa.com.au as soon as payment has been submitted for your order. Please note that additional charges incur for this request. In the case that you have not received your order within a reasonable amount of time, please contact our team so that we can check on this for you.

 

Returns/Exchange Policy

 

We take pride in our reputation for quality, and the utmost care is taken by the Lokoa team to provide as much information as possible for our online customers.  Images displayed on the site clearly show design features of our pieces, and we always endeavour to provide accurate dimensions to help our customers gauge the sizing of any prospective purchase. It is important to note that no two leathers are dyed the same, and colour variances can occur between dye batches.  As such we do not offer refunds for change of mind, though online credit notes may be issued at the discretion of the Lokoa team.  Every Lokoa piece is handcrafted and does not come with a warranty.

 

Please note that purchase of any sale items are final sale and cannot be returned for a refund or exchange. This is inclusive of items purchased from the SALE category, as well as any items purchased with discount or promotional codes.

 

Please note that only returns will only be accepted in the case that a request has been lodged and accepted by our team. As such we ask that you contact returns@lokoa.com.au with your return query as soon as possible so that we can assist you without delay.  Requests for return will only be accepted in the case of manufacturing faults or if an item has been sent in error. Any goods being returned must be in original condition with tags in place, and must not have been worn, altered or washed. If a request is approved, the refund will be applied to direct deposit or via PayPal.  Please allow 7 days from date of return for your request to be processed.

 

All Australian returns must be returned to Lokoa within 14 days to be eligible for a refund.  International return requests must be lodged with the Lokoa team within 21 days of shipping. Returns after this period will not be accepted.  Lokoa does not cover the return postage costs, this cost is at your own expense.  We recommend using Registered Australia Post Express or Registered International Post to return goods to us, and we advise you to take note of your tracking number.  Lokoa is not responsible or accountable for the loss of garments being returned.

 

When returning goods, please enclose:

·       Your goods for return, including packaging

·       Return address information pre-filled on a postal bag with contact details.

Please address all returns/exchanges to:

 

Lokoa Returns

PO BOX 725

Burleigh Heads, QLD, 4220

 

Still need to get in touch? All queries about online ordering or general customer service please email hello@lokoa.com.au We will endeavour to respond within 48 hours.

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