FAQ

General

We specialize in a wide range of security products, including smart locks, digital door locks, access control systems, and video doorbells — all available for purchase online. We also offer lock accessories, replacement parts, and other home and business security gadgets, delivered right to your door across the UAE.

Can I visit your store?

Locksmore operates exclusively online, so we do not have a physical storefront. However, our website provides detailed product descriptions, specifications, and guides to help you choose the best solution.

Need extra help? Our customer support team is ready to assist you via email or phone with any product questions or recommendations.

Which smart lock should I choose?

At Locksmore, we carry various models designed for different doors and security needs. The best lock for you depends on your preferences and setup. Our support team can help guide you to the ideal choice.

To get a tailored recommendation, let us know:

The type of door (wood, metal, glass)
If it’s for home or business use
Your preference for fingerprint, keypad, card, or app-based access
Any must-have features (remote access, auto-lock, alarm)
Your budget range

Reach out to our team at connect@locksmore.com, and we’ll be happy to help you pick the right lock.
We also recommend consulting with a professional installer for setup, especially if your door has special requirements.

Can my group host an event with Locksmore?

As an online-only store, we do not host physical events. However, we’re open to collaborations such as online webinars, product demos, or virtual security awareness sessions. If your group is interested, email us at connect@locksmore.com with your proposal.

Can I return an unused and unopened item?

Yes! Our return policy allows for returns within 7 days of delivery, provided the product is unused and in its original packaging.

If it has been more than 30 days and you believe there’s a defect or quality issue, please contact us — we will do our best to make things right.

To be eligible for a return:

Items must be unused and in original, undamaged packaging
All accessories must be included

Please note that custom orders and items marked final sale are not returnable.

To start a return, please contact us at connect@locksmore.com — we will provide you with the return instructions and location address upon request.

Placing an order

Why can’t I check out if my order is below the minimum amount?

At Locksmore, we encourage customers to combine their purchases to help reduce frequent shipments. This policy helps minimize packaging waste and delivery emissions — part of our commitment to a more sustainable future.

We appreciate your understanding and support!

How do I know if my order has been placed?

Once your order is successfully registered in our system, you’ll receive an order confirmation email at the address you provided. This can take up to an hour to arrive.
When your order is packed and shipped, you’ll also get a delivery confirmation with tracking details so you can follow your package’s journey.

Not sure your order went through? Here’s how to check:

You should have seen a confirmation page titled “Your order” after checkout.
An order confirmation email should be in your inbox (please also check your spam or junk folders).
If you have an account, log in to My Account to view your recent orders.

I can’t order or find a product — why is that?

To ensure quick and reliable delivery, we only sell products that are currently in stock. If you try to purchase more items than we have available, your order won’t go through. The system will automatically adjust the quantity to match what’s in stock.

If a product is missing, it may be temporarily out of stock — feel free to contact us for restock information!

Can I cancel my order?

If you need to cancel your order, please reach out to our customer service as soon as possible. For the fastest service, we recommend calling us directly.

Please note: To maintain our quick processing times, orders are handled promptly once placed. This means we can’t always guarantee a cancellation, but we’ll do our best to help.

Can I add items to my order?

Unfortunately, once your order is placed, we can’t add or remove products. However, you can place a new order, and we can adjust the shipping cost if we’re able to combine both shipments.
Simply contact our customer service to check if this is possible for your order.

Can I place an order by phone or email?

To protect your privacy and ensure secure payment, we only accept orders placed directly through our website. Orders cannot be processed by phone or email.

Shipping & delivery

Can I change my shipping address?

If you need to change your shipping address, please contact our customer service as soon as possible. We process orders quickly to ensure fast delivery, so once your order has been confirmed and processed, we may not be able to make any changes. While we’ll do our best, we can’t guarantee address updates after your order is placed.

What happens if my order is delayed?

We partner with trusted delivery services to provide quick and reliable shipping. However, occasional delays may happen. If your order is delayed, feel free to contact our customer service team — we’re here to help. You can also track your package using the link provided in your shipping confirmation.

When will my order be shipped?

We aim to dispatch all orders from our warehouse within one business day. Delivery options and estimated times for your location will be shown during checkout.

Where is my package?

You can track your order anytime!

Once your order leaves our warehouse, we’ll send you an email with a tracking number and link. Click the link to see real-time updates on your package.

To track manually, you can also enter your order number and the email used at checkout on our tracking page.

What if I haven’t received my order?

If your order hasn’t arrived within the expected delivery window, please reach out to our customer service so we can assist you.

Please note: Any missing parcel claim must be reported within 7 days from your order date for us to investigate and help resolve the issue.

Payment

What different forms of payment do you have?

We currently accept secure payments through Stripe.

With Stripe, you can pay easily and safely using:

Credit and Debit Cards (Visa, MasterCard, American Express, and more)
Apple Pay
Google Pay

All transactions are encrypted and processed securely. You do not need to create a Stripe account — simply choose your preferred payment option at checkout and complete your order.

If you have any questions about payment, feel free to contact our customer service team for assistance.

Where is my invoice?

Your invoice is always emailed to the email address you provided at checkout. The sender will be from LocksMore or our payment processor, Stripe. The invoice will be emailed to you as soon as your order has been processed and shipped from our warehouse.

If you can’t find it, please check your spam or junk folder, or contact our customer service for assistance.

I am having an issue with paying at checkout.

If you’re experiencing issues while trying to complete your payment, it may be because your card or payment method isn’t supported by our system. Please ensure you’re using a valid payment option accepted on our site.

Also, check with your bank to confirm that your card is enabled for online and international transactions.

If the issue continues, please reach out to our customer service team — we’re here to help!

Return & refunds

Can I return my order?

Yes, you can return unused and unopened items within 14 days of receiving your order. Items must be in their original packaging and in resalable condition. Please contact our customer service before sending back your return.

How will I get my refund?

Once we receive and inspect your returned item, we will process your refund to the original payment method within 5-7 business days. You’ll get an email confirmation once the refund has been issued. Please note that shipping fees are non-refundable.

Are there any items that can't be returned?

Yes, customized products, clearance items, and any used or damaged items cannot be returned or refunded. If you have questions about your specific order, our customer service team will be happy to assist.

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