FAQs
Payments & Refunds
We offer free returns for US orders within 30 days of delivery, with items required to be clean, unused, and in sellable condition. International returns are at your own expense, with non-refundable customs duties, taxes, and handling charges. For defective items, please send us a photo, and we will either replace the item or issue a refund. For further details, please visit our shipping policy.
If you purchased our products from a third-party retailer, please reach out to them for information on warranty coverage and their processes. They may have different policies and handle things differently from us.
Discount codes are applicable only before the order is placed, and we’re unable to apply them once the payment has been processed. However, if you forget to use a code, feel free to apply it on your next order!
As our founder is a U.S. Army veteran, we offer a 10% military discount for veterans on every order. Simply send a copy of your DD-214 or other proof of status to [email protected]. Please redact any sensitive information, such as your social security number or date of birth. Thank you for your service!
Shipping & Delivery
Orders are shipped within one business day, 99% of the time, from our warehouse in New Jersey, US. Ground shipping (via USPS) typically takes 5 business days, while expedited delivery (via FedEx) arrives within 2 business days. International delivery usually takes between 7 to 14 days.
Shipping is free for all domestic orders over $79. For orders below $79, you can choose either ground shipping (via USPS) for $6.99 or expedited FedEx shipping for $16.99.
Domestic orders usually arrive within 3-5 business days for default USPS shipping, or within 2 business days for FedEx expedited delivery.
Yes, we do! You can check the countries we ship to in the dropdown menu on our homepage. Just provide your preferred address at checkout.
Rates are automatically calculated during checkout based on the items you select and your destination. For additional information on international shipping, please find it here.
That’s possible! Please contact us at [email protected].
Order Management
Once an order is placed, we are unable to make changes to it. However, if you need to update your shipping address or contact information, please reach out to our customer service team at [email protected] as soon as possible after placing your order.
To apply a promo or discount code:
• Proceed to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Probably not. We have a very short window to make changes to your order, as we process orders the same day. If your order has an incorrect address, please email us immediately so we can try to change it before it ships.
We have a very short window to perform cancellations, so it may not be possible to catch your order in time. If you want to cancel your order, please email us immediately with your order number, and we will attempt to cancel it. If a packing slip has been created, we cannot cancel your order.
We offer pre-orders for new products or out-of-stock items. Quantities are limited, so be sure to pre-order to secure yours. You can find the estimated time of arrival (ETA) on the cart page as well as in the order confirmation email. Please note that all items will ship together when the pre-ordered item becomes available. If you’d like to change your order, feel free to contact us.
Subscription Management
You can log in here.
You can cancel your subscription by logging into your account here and clicking “cancel.” Please keep in mind that this does not cancel any orders processed before you canceled your subscription.
Product Information
Some of our products are so popular that they often sell out. Simply visit the product page to sign up for notifications or pre-order if you’d like to be among the first to receive it in the next batch!
We design and test all our products from our headquarters in Florida and Toronto and ship them from our warehouse in New Jersey. We proudly use Tomoe River paper from Japan, and our notebook refills are assembled in Taiwan. The fabric comes from South Korea, and our soft goods are assembled in Vietnam. Read more about our materials here.
We utilize the renowned Tomoe River 68 gsm white paper, which is widely acclaimed as the optimal choice for fountain pen use.
Yes! Our entire product range is 100% vegan-friendly. We don’t use leather (you can read more here), and our wax is completely bee-free.
Not at all! Our products feature a dry wax, ensuring that there’s no transfer to your clothes or belongings.
Maintenance & Care
Watch this YouTube video for a clear, step-by-step tutorial. Read Your Ultimate LOCHBY Care Guide here.
We recommend Otter Wax’s fabric waxes, which you can purchase from their website here or at their Amazon store. Read Your Ultimate LOCHBY Care Guide here.
For cleaning, use warm water and a mild detergent, such as dish or hand soap, and then air dry. Our journals are designed with a plastic sheet for added structure, ensuring durability even if they get wet. However, please avoid exposing them to high temperatures to prevent warping. Read Your Ultimate LOCHBY Care Guide here.
Absolutely! Waxed canvas items can be refreshed with new wax. You can use any dry rub-on wax of your choice to ensure your LOCHBY items remain water-resistant and as vibrant as the day you received them. Just be sure to avoid high temperatures, as they can damage the inserts. Read Your Ultimate LOCHBY Care Guide here.
Yes! However, we recommend avoiding an iron, as the adhesive from patches doesn’t adhere well to waxed canvas. The heat could also damage the internal plastic sheet of our journals. For best results, sew on patches using a curved needle, ensuring that you stay between the canvas and the protective sheet. Read Your Ultimate LOCHBY Care Guide here.
Retailers
You can find a list of our retailers at this link.
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