We cannot answer all the questions in the world, but we do hope that our FAQs can help you out a little. If your questions still remain unanswered do not hesitate to contact us. :D
Questions regarding your order
Where is my order now?
As soon as we have processed your order and it is ready to be shipped, it is handed over to our shipping providers. You will also receive a confirmation of shipping by email as soon as your order has been dispatched.
The email also includes your tracking number, with which you can follow the progress of your order online at any time.
If you have not received a tracking number, do not hesitate to contact our support - we are happy to help you. You can contact us by telephone on +49 7161 15814-10 or by email via email@example.com .
How long does it take to process and ship my order?
We process your order and guarantee that your order leaves our company within 24 hours on weekdays. Please remember that we send your order with DHL.
Which methods of shipping are available to me?
We send all packages with DHL. This means that you always have the possibility to check where your package is at any time. A further benefit of DHL is shipping on Saturdays.
How high are the shipping costs?
Free! Within Germany we send your package with DHL without charge.
We charge 5 EUR including VAT for standard shipping to Switzerland and Austria. We also charge 5 EUR for shipping to all other EU countries.
Which methods of payment can I use?
- Purchase on account (if you spend 25 EUR or more): you receive your invoice by email when your package is already on the way to you. You can then pay by bank transfer in the days following the shipping of your package.
- PayPal: PayPal is one of the most secure and fastest methods of payment. The PayPal-Buyer-Protection is included for free and for your security.
- Credit card: payments by credit card are processed by the payment service providers Heidelpay.
- Payment in advance: after we receive your order, you will receive an automatic email with our bank details. Please pay by bank transfer within five days of placing your order
Is it possible to place a bulk order?
We offer bulk order shipping for various occasions and events. No matter whether you would like to order your love locks for a wedding, birthday, company events, etc., we are happy to help you with your query.
Just call us via +49 7161 15814-10 or send an email to firstname.lastname@example.org .
We look forward to receiving your message!
Questions regarding the item
Are there any letters that cannot be lasered?
All letters and symbols that are shown in our configuration tool can be produced. We do not offer the following characters and letters in our love lock configuration tool: Chinese, Thai, Arabic, Japanese, Korean, etc.
However, Cyrillic characters can be used.
However, as we are able to offer any motive and any letter with our modern laser equipment, we do offer customized designs. Please contact us by telephone or email.
Contact us on +49 7161 15814-10 or send an email to email@example.com .
Is a key included with each love lock?
We ship at least one key with every love lock. You will find details about the keys in each individual product description.
What is the difference between regular diamond engraving and high-quality laser engraving?
It is true that some of our competitors still offer the conventional diamond engraving - sometimes this is even advertised as being superior. In this process, a diamond engraves the letters and symbols directly onto the love lock. Using high-pressure, the engraving is made when the “material (the diamond) meets the material (the love lock)”. This is a process that has been used for decades.
This is not the case with the laser engraving which we use to produce all of our love locks. How does it work? The laser is a very bright and very strong ray of light, that, using mirrors, is amplified and directed onto a central focal point, while producing temperatures of up to 2000 degrees C.
Using this laser beam, we engrave the love lock. The benefit of our technology is the particularly high depth of detail and its clearness. The engraving is much more vibrant. Using this technology, we can even apply high definition photographs onto the love lock. The overall impression of the love lock is that it has a higher quality overall. You can find a comparison of both methods on our homepage.
For which occasion is the love lock a perfect gift?
Just a few years ago, the love lock was an expression of “the love that lasts forever”. Lovers around the world started to carry love locks with them on their travels and hang them at different places around the world.
In Germany, for example, the Hohenzollern Bridge in Cologne is the bridge with the most love locks. With the rise in popularity of love locks, many people have started to give love locks as presents for different occasions, too.
The occasions on which love locks are most often given are: anniversaries, birthdays, Christmas, Easter, as a thank you gift, as Valentine’s Day presents, for the birth of a child, in memory of a loved one, to celebrate a marriage – or just to say “thank you”.
Questions after purchasing
My love lock is damaged or faulty, what now?
We require a short description from you describing how the damage or fault was caused.
Please send us a few (2-3) clear pictures in JPEG format to our customer service: firstname.lastname@example.org. Please understand that the fault must be clearly visible.
After receiving your email, we will look into your matter as quickly as possible. You will also receive a message regarding any further action.
Can I exchange my love lock?
Your love lock has been produced according to your individual wishes. We are unable to remove your unique message once it has been lasered onto your love lock.
Therefore, your love lock cannot be returned to its original, unengraved, condition. For this reason, we do not offer the right to return or to exchange the product. We appreciate your understanding in this matter.
However, we can exchange your item if your love lock has a technical fault or there is a mistake in the lasering. Please first send us a few pictures in JPEG format for information purposes.
Please send your email to: email@example.com. We will contact you as soon as we have reviewed the pictures.
How do I get my money back?
Before we get started, please be aware that we cannot accept the return of your love lock if it does not have a manufacturing fault. As with all of our products, this lock is unique - made just for you.
Personalised products cannot be returned. However, if your love lock is faulty, we will return the paid amount as soon as possible.
- Advance payment bank: if you have paid using the advance payment system, we ask that you send us your bank details.
- PayPal: we will return your payment to the PayPal account that you used to pay your order, unless you would prefer a different method.
- Credit card: we will return the paid amount to your credit card, unless you would prefer a different method.
- Purchase on account: we will transfer the paid amount to your bank account. For this method, we ask that you send us your bank details.
I have not yet found the answer to my question.
No problem! Just send an email to our customer service: firstname.lastname@example.org , We will answer your question within a few hours
You can also contact us by telephone from Monday to Friday between 9 am – 11.30 am and 2.30 pm - 5 pm