FAQs

What is the pick up policy?

Once you place an order through Locago, you have 5 days to pick up your items from the respective store. Please bring your order confirmation and a valid ID for verification at pickup.

What if I cannot pick up my order within the 5 day window?

If you're unable to pick up your order within 5 days, please contact the store directly to discuss options.

Can someone else pick up my order on my behalf?

Yes, someone else may pick up your order with your order confirmation and a valid ID. We also recommend you contact the store directly to let them know.

What is the return policy?

You may return an item to the store up to 14 days following the date you placed your order. All returned items must be in the same condition as received, including any packaging, tags, or accessories. The store reserves the right to reject returns that do not meet these conditions.

How do I initiate a return?

Navigate to the Your Orders page and select the specific order in mind. If it is within the eligible 14 day return window, please click the button labeled “Start a Return” and follow the instructions.

When will I get my refund?

Once the store has received your return, please allow up to 14 business days from the return date for the refund to appear on your bank statement. All refunds will be issued to the original form of payment.

Can I combine returns from different orders?

If you have multiple returns from the same store, you can drop off items from different orders at the same time. However, each order return must be initiated separately within your account so that we can process them correctly.

How can I cancel my return request?

If you change your mind after starting a return, you can simply keep your items and allow your return window to expire. This occurs 14 days after pick up.

Can I request a store credit instead of a refund?

At this time, Locago does not offer store credits.

Can I request an exchange instead of a return?

At the time, Locago does not support exchanges. If you’d like a different item from the store, please process a return for the original purchase and place a new order for the desired item.

What if I submit my return request late?

You have 14 days after you place your order to request a return. If you have any concerns, please speak with the store directly.

If you have any additional questions, please contact info@locago.shop