Support
Questions about your lock, a payment or a refund? Write to hello@everlovelocks.com and a person will reply as soon as they can. Most questions are answered below.
Quick help
- Lost your link? We email it again to the address you used at checkout.
- How it works: prices, tiers and where your lock goes.
- Refund policy
- Anything else: hello@everlovelocks.com
Frequently asked questions
I lost the link to my lock. How do I get it back?
Open the Find my lock page (/find-my-lock) and enter the email address you used at checkout. We email you a fresh link to every lock bought with that address, including the private links for sending cards and reading a private vow. If you no longer have access to that email address, write to hello@everlovelocks.com and we will help.
I did not receive my purchase email.
It usually arrives within a minute. Check your spam or promotions folder and search for mail from hello@everlovelocks.com. If it is not there, use the Find my lock page to send it again. Your lock is on the bridge either way, because the email only holds your private links.
I paid, but my lock is not on the bridge.
Payment confirmation normally takes a few seconds. Refresh the page and open the link from your purchase email. If your lock is still missing after 15 minutes, write to hello@everlovelocks.com with the email address you used at checkout and we will fix it or refund you in full.
I made a mistake in my initials or date. Can it be changed?
Locks cannot be edited once they are on the bridge. Write to hello@everlovelocks.com within 7 days of your purchase and we will replace the lock with a corrected one or refund you.
How do I share a private vow with someone?
Your purchase email includes a separate private vow link. Send it to the person the vow is for: anyone with that link can read the vow, and it does not let them manage your lock. The ordinary link to your lock never shows a private vow.
A card I scheduled was not delivered.
Cards are emailed on the day you picked. Ask the recipient to check their spam folder first. If it still has not arrived, write to hello@everlovelocks.com with the lock's initials and the recipient's address and we will send it again.
Can you remove my lock or delete my email address?
Yes. Write to hello@everlovelocks.com from the address you used at checkout and tell us which lock. We will remove it from the bridge and delete the email address stored with it. Removing a lock is final.
Refund policy
Each lock is a digital product that is delivered instantly and stays on the bridge. We still want you to be happy with it.
Changed your mind? 7 days
Write to hello@everlovelocks.com within 7 days of your purchase and we will refund the full price and remove your lock. You do not need to give a reason.
Always refunded
If you were charged twice, you paid but no lock appeared, or something went wrong on our side that we cannot fix, we refund you in full, whatever the date.
After 7 days
Locks are digital, delivered instantly and placed permanently on the bridge, so purchases are not refundable after 7 days except in the cases above.
How refunds are paid
Refunds go back to the card you paid with, through Stripe. Your bank usually shows the money within 5 to 10 business days.
Emails already sent
Email cards that have already been delivered cannot be recalled.
To ask for a refund, write to hello@everlovelocks.com from the address you used at checkout and tell us which lock it is.
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