Returns & Exchanges

We make all our products with care. However, if a product doesn’t meet your expectations, you can request an exchange or return of the product.
Contact us at info@lockedinthecellar.com to register your exchange/return, listing your full name, address, order number and the reason for your return/exchange request.
Once your request has been received we will be in touch with instructions and address details, usually within 2 business days.

Returns & Exchanges

  • Products may be returned or exchanged within 14 days of receiving the product.
  • Returns sent to us without first obtaining prior authorization cannot be processed.
  • DO NOT send returns to any address in the US that is printed on the shipping label. This is the address of our courier. Returns sent to this address cannot be processed. Only send returns to our address in Hamilton, ON, Canada.
  • Shipping charges are not refundable.
  • If you wish to ship something back to us, whether for a return, exchange or repair, you are responsible for the costs of the return shipping. We will pay for shipping the replacement or repaired item back to you, unless otherwise agreed.
  • Merchandise has to be returned in original unopened packaging, in saleable condition before a refund is issued (at the full discretion of our team). Used products will NOT be credited.
  • The purchase price of the item will be refunded to you once the return has been received.

Cancellations

  • Order cancellations are allowed within 2 days after placing an order.
  • Orders that are in the process of being shipped cannot be cancelled, even if this is within 2 days of placing the order. However you may contact us for a return once you receive the order.
  • Custom orders cannot be cancelled or returned.

Undelivered orders

  • Please allow extra delivery times for all international orders.
  • If your order has been shipped with tracking, and is marked as delivered or the status hasn’t been updated in a while, please contact the shipping provider to get assistance in locating the parcel.
  • If your product hasn’t arrived during a reasonable time since it has been shipped, you may be eligible to get your order reshipped.
    Contact us for more information.
  • We will not accept any claims of undelivered orders after October 31st.

Damage Claims

  • Damage claims must be made to Locked in the Cellar Creations within 4 days of delivery.
  • Please include one or more clear pictures of the state in which the product arrived with your claim.
  • Locked in the Cellar will let you know if you are eligible for a replacement, repair or refund of the damaged product.
  • You may be asked to cooperate with an insurance claim, before your product can be repaired / replaced / refunded.
  • If you wish to ship something back to us, whether for a replacement or a repair, you are responsible for the costs of the return shipping. We will pay for shipping the replacement or repaired item back to you, unless otherwise agreed.
  • DO NOT send returns to any address in the US that is printed on the shipping label. This is the address of our courier. Returns sent to this address cannot be processed. Only send returns to our address in Hamilton, ON, Canada.

For more details please see our Terms & Conditions

Last updated: January 21, 2019