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HELP DESK
This page is designed to help you find the answer to your question. Click on one of the subjects below to be directed to a list of frequently asked questions related to that subject.


PAYMENT & ORDERING:
DELIVERY:
PRODUCTS:
YOUR ORDER:
RETURNS:
ABOUT MENSLOCKER

Questions about payment and ordering:
What cards do you accept?	Do I have to order online?
What currency do you use?	When will I be charged?
Can I pay by any other method?	Do you sell gift vouchers?
Is it safe to order online?
Questions about delivery charges and destinations
How much will postage and packing cost?	Do I have to pay import charges?
Can I pick up my order from your warehouse?	Which courier company do you use?
How long will it take for my order to arrive?	Can someone else sign for my delivery?
Questions about a product
When will you be getting more stock in?	The product I ordered is now reduced,can you refund me the difference?
I need more information about the product	Can you get stock of a product that isn’t on the website?
Can you recommend any other products?
Questions about your order
Can I change my order?	How do I use a discount code?
Can I track my order?	What if the item I ordered is out of stock?
Can I add a gift message to my order?	Where is my order?
Can I cancel my order?	I haven't had a reply to my query.
Questions about returns
I need to return an item(s)	Do I have to pay for the return postage?
Can you confirm you’ve received my return?	Why have you not refunded the delivery charge?
How long will it take for you to refund me?	When will I receive my replacement?
Part of my order is missing	You have refunded me the wrong amount
My order contains a damaged item
Questions about MENSLOCKER
How do I order?	Can I contact you by phone?
Supplier Enquiries	Do you have a shop?
Corporate Enquiries	Do you have a catalogue?
Job vacancies	Do you do wholesale?

Questions about payment and ordering:
What cards do you accept? We accept the following cards:
What currency do you use? We accept the following currencies: UK Pound Sterling (GBP)
Can I pay by any other method? We accept the following payment methods: • Credit card • Debit card • PayPal
Is it safe to order online? We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features: • Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure • Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server • Data Integrity – this checks the data being transferred to ensure it has not been altered
Do I have to order online? We only accept orders placed online as this is the most secure way to submit an order.
When will I be charged? Once you have submitted your order through Menslocker, we will contact your bank/card issuer and they will then either authorise or decline the payment. If the card issuer authorises the payment we will email you to confirm this. If the payment is not authorise we will show you a 'payment declined' page.
Do you sell gift vouchers? We do not currently sell gift vouchers.
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Questions about delivery charges and destinations:
How much will postage and packing cost? UK: • Standard delivery (1-2 working days)* : 3GBP (applies to UK orders under 60GBP) • Standard delivery (1-2 working days)* : FREE (applies to UK orders over 60GBP) *Please note – we aim to dispatch orders the next working day. However due to demand variations it can take up to 5 working days to dispatch orders.
EU & Worldwide: • Standard delivery (4-14 working days): Price dependant on order weight**Please note – EU & Worldwide shipping costs is based on the weight of your order. The total cost will be calculated when checking out. Although we aim to dispatch orders the next working day, due to demand variations it can take up to 5 working days to dispatch orders.
Can I pick up my order from your warehouse? Unfortunately we do not allow orders to be picked up from our warehouse.
How long will it take for my order to arrive? We aim to dispatch orders the next working day however due to demand variation it can be up to 5 working days before orders are dispatched. Standard delivery usually takes 1-2 days to s UK address and 4-14 days to an EU or worldwide address.
Do I have to pay import charges? Customs or import duties are levied once the package reaches it destination country. Any charges for customs clearance must be paid by the recipient as we have no control over these charges and can not predict what they may be. Custom policies vary considerably from country to country so please contact your local customs office for further information.
Which courier company do you use We use Royal Mail, Parcelforce and DHL for deliveries to the UK, EU and the rest of the world.
Can someone else sign for my delivery? Yes, anyone at the specified delivery address can sign for the goods.
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Questions about a products
When will you be getting more stock in? Unfortunately products will become out of stock or discontinued. Items that are discontinued will be removed from the site altogether. Items that are out of stock will remain on the site and customers will be notified by email if a product ordered is out of stock. We are unable to tell you when a product will be back in stock however it can take up to 4 weeks to get stock of imported items. However we often get frequent deliveries of popular products so the lead times on these items will be considerably shorter.
I need more information about the product: We try to include as much information about products on the individual product pages. However if you require any further information please contact customer services customerservices@menslocker.co.uk
Can you recommend any other products? At the bottom of each product page will be three products that will complement the product you are viewing. These products have either been carefully selected by the MensLocker team or have been purchased by other customers that have bought the product you are viewing.
The product I ordered is now reduced, can you refund me the difference? Unfortunately we can not advise you in advance of any price changes/discounts or reimburse you the difference after you have placed an order.
Can you get stock of a product that isn’t on the website? Unfortunately we are unable to stock products on request. We are however continually looking to expand our product offer so if there is a range you think we should stock please contact customerservices customerservices@menslocker.co.uk to let us know.
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Questions about your order:
Can I change my order? If your order has not been dispatched (please check through ‘order tracking’), you will be able to change your order. Please contact us here. to give details of the change.
Can I cancel my order? In addition to our returns policy, you have a 7working days cooling off period to cancel your purchase (UK’s Distance Selling Regulations) for a full refund. If you decide you would like to cancel your order, this must be stated in writing, by post or via email.
What if the item I ordered is out of stock? We aim to contact you to tell you an item is out of stock within 24 hours of placing your order, sometimes however this may take longer. We will offer you three options, an alternative product which will be a best fit alternative to the product selected, the option to wait until the product becomes available (this can be up to 4 weeks) or a refund on that item. If you chose to wait until the item(s) becomes available we will cover the delivery charge of dispatching the item as a gesture of goodwill.
Where is my order? Orders can take up to 5 working days to be dispatched. Standard delivery to UK addresses will then take a further 1-2 days to be delivered (4-14 days for deliveries to EU or worldwide addresses). If you order has taken longer than the quoted time please firstly check the progress of your order through the tracking function or contact customer services on: customerservices@menslocker.co.uk for further details.
Can I track my order? You can track orders online. Once logged into your account you can track the status of your order. By clicking on ‘your account’ you will be directed to an ‘Overview’ page which will detail your latest orders and full order history. To view a specific order and to see its current status, click on the ‘view’ button next to the order, this will bring up all the details about the order including the orders status at the bottom of the page. This will display the order current status for example ‘order dispatched’.
How do I use a discount code? If you have been given a discount code entitling you to money off your order, this should be entered when checking out. You will be asked to ‘redeem your discount code’ after entering your billing address and selecting ‘secure credit card payment’ as your payment. Once you have entered the code, click on ‘redeem’ and this will automatically deduct the correct amount off your order.
I haven’t had a reply to my query? We aim to reply to customer enquiries within 1 working day however sometimes your email provider due to your inbox being full or because the email is viewed as junk mail may have rejected our responses. If you have not had a response from us within 3 working days please contact customer services: customerservices@menslocker.co.uk with an alternative email address for us to contact you on.
Can I add a gift message to my order? Yes. After you have redeemed your discount code (if you have one) there is a field to enter comments about your order. Any gift text within this field will be written onto the delivery note.
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Questions about returns:
I need to return an item(s) In the unlikely event of you not being satisfied with your order please return the item(s) in their original condition within 21 days of receipt. We will then refund the full amount on receipt or exchange it for another item. In addition to our returns policy, you have a 7working days cooling off period to cancel your purchase (UK’s Distance Selling Regulations) for a full refund. If you decide you would like to cancel your order, this must be stated in writing, by post or via email. When making a return please send the item back to: MensLocker Ltd 10 School Lane Old Bricket Wood St Albans Herts AL2 3XU Please include your name, address, order number and the reason for the return. Please ensure that the goods returned are properly packed to avoid breakages. It is advisable to obtain proof of postage, as we will not be held accountable for any products that are lost in the post. Once we receive your item(s) we will refund it within 7 days. If the goods are being returned because they were incorrectly supplied or because they were damaged then we will also refund the postage and packaging costs.
Can you confirm you’ve received my return? Unfortunately we cannot confirm that we have received your returned item(s). We do recommend that you send back return using recorded delivery however so you are able to trace your delivery. Once we receive your item(s) we will refund it within 7 days. Once the item is refunded we will email you to confirm this or send you an exchange item(s) if required. If you have not received a confirmation after 7 working days then please contact customer services customerservices@menslocker.co.uk.
How long will it take for you to refund me? Please allow 7 working days from receipt of a return for a refund to be processed. Once the refund has been processed we will send you and email to confirm this. After receiving the confirmation email please allow another 7-14 working days for the credit to show on your account. This timeframe is dictated by your card issuer and is out of our control. The refund will be processed onto the credit/debit card you originally paid by.
When will I receive my replacement? Please allow 7 working days from receipt of a return for us to process an exchange. Once the exchange has been processed please allow 1-2 working days for deliveries to a UK address and 4-14 working days for delivery to the EU and worldwide.
Part of my order is missing If you receive your order and items are missing it is likely that these are out of stock, however you would have been contacted to notify you of this. Therefore this could be a mistake on our side - please contact customer services customerservices@menslocker.co.uk quoting your name, address, order number and the item missing and we will investigate this further for you.
I have received an incorrect item If you have received an item that is not on your order please contact customer services customerservices@menslocker.co.ukwith your name, address, order number and details of the incorrect item. Please also state whether you require a refund or an exchange.
Do I have to pay for the return postage? If you are returning an item for a refund or exchange then the cost of postage is your responsibility. We also recommend you send the item back by recorded delivery as we will not be held accountable for any products that are lost in the post. If your item is faulty or not what you ordered then please contact customer services customerservices@menslocker.co.uk to arrange the return.
Why have you not refunded the delivery charge? Delivery charges on items that are returned to us are non-refundable unless a product is received damaged or there has been a picking error.
You have refunded me the wrong amount Unfortunately mistakes can happen, if you believe you have been refunded the wrong amount please contact customer services customerservices@menslocker.co.uk with your details and query.
My order contains a damaged item In the unlikely event that you receive a damaged item from us please contact customer services customerservices@menslocker.co.uk with your details and order number and whether you require a refund or exchange. You have 21 days from receipt of the faulty item to return it to us.
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Questions about MENSLOCKER:
How do I order? Thank you for choosing MENSLOCKER to order from. Please follow the steps below to place an order: • Place items in cart: browse the shop and select the items you want by clicking ‘add to basket’ • View items in your basket: When you have added as many items as you like click on ‘shopping basket’ at the top right of the page • Once in the shopping basket you can remove any items and change the quantities of each item and also re-adjust your sub-total • Once you are happing with your order click on ‘proceed to checkout’. Please log in if you are an existing customer or register your details if you are a new customer. • Select your payment and delivery details: select a payment method and select a delivery option. Note: You can also enter a Coupon Code here. • Submit your order: review your order details and agree to terms and conditions * For your security we don’t store your credit card details on our computers.
Can I contact you by phone? Yes, our phone number is +44 (0)870 766 6274. We prefer you contact us by email however as we are able to respond to queries quickly and more efficiently. Unfortunately we are unable to accept orders over the phone
Do you have a shop? No we do not have a shop.
Do you have a catalogue? We do not have a printed catalogue, however you can sign up to our e-newsletter to receive information and offers from MENSLOCKER.
Do you do wholesale? We do not sell products wholesale; we are a retailer and therefore sell directly to customers.
Supplier Enquiries If you are interested in selling your brand through MENSLOCKER please contact us customerservices@menslocker.co.uk
Corporate Enquiries For all corporate enquiries such as marketing, press and affiliate scheme please contact us customerservices@menslocker.co.uk
Job Vacancies We currently have vacancies for Graphic Designers, for more details please contact us jobs@menslocker.co.uk
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UK: 0870 766 6274 International: +44 870 766 6274