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FAQ

Lock401 FAQ

Shipping

Do you provide free shipping?

Yes:

For European Customers, orders over 100€ have free shipping.

For International Customers, orders over 250€ have free shipping.

Customers that qualify for free shipping can still select rapid shipping options.

When will I receive my order?

Average order times can be estimated below.

Average shipping estimates can be seen by selecting the destination country / region below.

While actual shipping times may vary - these estimations are built off our real delivery statistics. To receive an order as quickly as possible, we recommend:

  • Use the express delivery shipping method
  • Use same day shipment by placing the order before 12PM GMT+1

Where do you ship from?

All items are dispatched from our EU-based warehouse. You will receive a tracking number upon item dispatch. The address used on your purchase is printed as a label - please double check your address to avoid mistakes.

When will my order be dispatched?

Lock401 dispatches orders Monday - Friday.
All Standard Post orders placed before 12PM GMT+1 will be dispatched the same day. All orders placed after this cutoff time will be dispatched the next business day.

All Express Post orders placed before 11AM GMT+1 will be dispatched the same day. All orders placed after this cutoff time will be dispatched the next business day.

For example:

  • An order placed Friday, 9AM GMT+1 will be dispatched the same day.
  • An order placed on Friday, 6PM GMT+1 will be dispatched Monday.
  • An order placed on Saturday will be dispatched Monday
  • An Express Post order placed on Monday, 11:30AM GMT+1 will be dispatched on Tuesday.
  • A Standard Post order placed on Monday, 11:30AM GMT+1 will be dispatched the same day.

For any questions, please contact customer support.

What shipping options are available?

We provide four types of shipping:

  • EU Standard Post
  • EU Express Post
  • International Standard Post
  • International Express Post

How are import duties / customs handled?

For all European Union destinations, all shipments are DDP - Delivered Duty Paid. This means all applicable VAT/TVA, shipping costs and customs fees are pre-paid.
You will not be charged by the courier service / post office or customs.

For all destinations outside European Union, all shipments are DDU - Delivered Duty Unpaid. This means that your country's custom service impose a VAT/TVA/Import Duty on your shipment.

VAT / Tax Information

Lock401 (ETOILE 401 SAS) is an EU-Registered entity. VAT is applicable to purchases delivered within the EU, with exceptions for VAT Registered entities. VAT is calculated at checkout. For your convenience, you can browse Lock401 with prices Including VAT and Excluding VAT.

Sales are contractual

Please note - a purchase is an explicit agreement of our terms and conditions. Any products refused by clients will not be refunded.

Delivery Protection

Is my delivery protected?

All Lock401 shipments are insured with the carrier.

We also provide an advanced insurance, Lock401 Delivery Protection.

Lock401 Delivery Protection means we remain fully responsible for the package right up to delivery. If the package is lost or damaged, the package can be resent immediately (48 business hours) upon receipt of proof.

For orders without Delivery Protection, lost or damaged packages will pass through the carrier's protocols, which can take up to 30 days.

For orders that are time-sensitive, we recommend Lock401 Delivery Protection.

Delivery Protection can be purchased at checkout easily and cheaply.

My order has missing / incorrect products.

Please contact customer support immediately. For your protection, all orders are photographed before leaving the warehouse. In the case of missing / incorrect products, we will compare a photograph of products received vs. products sent. If the warehouse photo confirms the missing / incorrect product, we will immediately replace / refund the error.

My parcel was opened / damaged.

Do not accept a shipment that is damaged or opened. Lock401 packages are securely prepared in double-wall boxes with an anti-tear shipping satchel. Accidental opening of packages is not possible. If your package is damaged or opened refuse the parcel.

If you accept a parcel that has been damaged or opened in transit, Lock401 is unable to provide any recourse.

My order is held in customs.

Lock401 provides all necessary paperwork for international shipments, which includes the official invoice of the purchase.

For shipments outside of the EU, clients are responsible for any import duties. Any package refused due to imposed duties will destroyed by customs and will not be refunded by Lock401.

Purchasing

What are your payment options?

Purchase and payment can be made directly on the site, via:

  • Credit/Debit Card (Visa / MasterCard / AMEX / etc)
  • ApplePay, GooglePay, AmazonPay
  • BuyNow/PayLater with Klarna
  • Crypto (BTC, ETH, etc)

If you require payment via international bank transfer, this can be arranged - please contact us directly. Please note, minimum order quantities apply to this method. Shipment will not proceed until funds are received.

VAT / Tax Information

Lock401 (ETOILE 401 SAS) is an EU-Registered entity. VAT is applicable to purchases delivered within the EU, with exceptions for VAT Registered entities. VAT is calculated at checkout. For your convenience, you can browse Lock401 with prices Including VAT and Excluding VAT.

However, all shipments are dispatched from European Union, and are DDP - Delivered Duty Paid in European Union.

Do you provide Law-Enforcement / Educational Discounts?

Discounts can be negociated for accredited law-enforcement agencies and educational institutions.

Do you offer Law-Enforcement Agencies and Government restricted products?

We do offer dedicated solutions for LEA and Government bodies. Please contact us for more details.

Purchase Security Validation may be applied

To protect against credit card fraud, orders may be flagged for Purchase Security Validation. In this instance, we will reach out to the customer to perform a manual verification process.

Orders that are flagged for Purchase Security Validation are considered to be incomplete until validated. Our delivery deadline obligations begin only when an order is validated.

After Sales Support

If you have any problems with an order, contact customer support as soon as possible. Our team is available 7 days a week to promptly assist with all questions.

I received a faulty item.

Please contact customer support with as much information as possible. Products received DOA will be refunded or replaced.

Please note: Your warranty does not cover items that have been modified or mishandled physically or electronically.

I am unsatisfied with my Lock401 experience.

Please contact customer support immediately. We will take all necessary steps to resolve any dispute in a pragmatic and fair way.

I am unsatisfied, I will lodge a chargeback.

Lock401 does not acknowledge a chargeback as means of negotiation or dispute resolution. We work closely with our billing providers, and client banks to resolve chargebacks, by providing:

  • Proof of purchase
  • Proof of anti-fraud validation
  • Proof of dispatch, with photographs of prepared packages
  • Proof of delivery, with signature
  • Proof of all communication with clients

To date, Lock401 has not lost a single chargeback claim.

If you feel you that a chargeback is your only means of dispute resolution, please contact customer support in order to find a solution that works for both parties.