The Neutrois Shoelace Locks

Frequently Asked Questions

Is your packaging discreet? How are your items described on customs labels?

Products are shipped in unmarked, plain padded envelopes, with a label stating the shipping name, address, and a return address.

If purchasing any of the LGBT pride accessories, there is NO mention of any LGBT content on the exterior of the package. Customs labels are filled with generic descriptions such as 'Metal Badges' or 'Fashion Accessories'.

Pride items are usually attached on backing cards featuring LGBT-themed artwork. If other people are likely to open the package, I will be happy to attach them to generic plain cards instead, if requested. Double-wrapping to further obscure the items is also possible. Let me know any special instructions in the 'Order Notes' during the last page of checkout.

What are your current estimated shipping times?

Please note that the free shipping service is UNTRACKED, unless upgraded.

UK: 2-3 working days (including Saturdays), up to 5 working days if delayed.

Europe: 3-5 working days, up to 15 working days if delayed.

USA: 5-10 working days, up to 25 working days if delayed.

Australia: 5-10 working days, up to 30 working days if delayed.

Everywhere else: 5-15 working days, up to 25 working days if delayed.

Mail is now dispatched once (sometimes twice) a week, typically on Mondays (and either Thursday/Friday). Urgent dispatches can be arranged on a case-by-case basis.

What discounts and sales are currently ongoing?

Do check the shop's home page announcements for the latest ongoing sales.

Special ongoing coupon codes are announced via Facebook and Instagram @pinprick.shop

For a 10%-off coupon code, visit and follow @pinprick.shop on Instagram!

For discounted factory seconds and clearance items, please view the Mystery Grab Bag listing for 2-for-1 deals.

Do you offer options for tracked shipping?

The standard shipping service is UNTRACKED, unless upgraded. Tracked shipping can be upgraded during checkout, which provides end-to-end tracking.*

For UK mail, the tracked shipping upgrade is via Royal Mail's 'Special Delivery Guaranteed by 1pm' service, for tracked next working-day delivery after dispatch.

For international mail, the 'International Tracked' service provides end-to-end tracking*, but does not affect delivery speed. DHL Express (1-3 day) services can be arranged by request for extra.

*End-to-end tracking is available for USA, CAN, AUS, NZ, and most of EU & Asia. Search 'Royal Mail Country Sending Guides' to check your country's coverage. If not available, the International Signed service will be used.

Do you offer gift wrapping?

Yes. Gift wrapping is available during checkout under shipping upgrades. Gold metallic foil envelopes and gift boxes are available. Please check the listing descriptions for more details.

I think my package is lost/delayed. What can I do?

Mail is sometimes held in local post offices, awaiting collection after a failed delivery attempt. It is worth calling your local branch to check if this is the case.

Unfortunately, I do not have control over any delays caused by postal services, nor can be held responsible for any incorrectly provided addresses.

Within the UK, packages are officially considered lost after 20 working days from postage.

For all destinations out of the UK, packages are considered lost after 47 working days.

If you think your package is lost, please get in contact and I can arrange for replacement packages.

My item arrived damaged. Can I be sent a replacement?

So sorry if this occurs, but sometimes these things do happen (though very rarely!). Please message me with a photograph of the damaged items, and I will make arrangements to have free replacements sent to you.

Are you able to arrange discounted wholesale/bulk orders?

Yes, wholesale orders can be arranged, with discounts corresponding to the number of pieces ordered. Please message for details.

As a non-UK customer, what are the possible VAT, customs or import fees that may apply?

If you are purchasing from out of the UK, VAT and customs/import fees may apply. These rules vary with each country, and it is the buyer's responsibility to check this with their local customs authority.

For some countries, imports of a low value are exempt from taxes.

When possible, Etsy Payments automatically includes VAT in the listed prices, and will remit these taxes to your local authority. This streamlines the customs process under the IOSS import scheme. Please note that in some countries, the VAT pre-collected is independent of additional handling fees.

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for any delays due to customs.

Can you create custom or personalised accessories?

I can create custom accessories at a starting minimum of 50 pieces — a great way to design a special something for your company, organisation, school club or wedding party. These can be enamel pins, lanyards, shoelaces, or any other accessory featured in my shop.

Unfortunately I cannot create one-off bespoke enamel pins (at a reasonable price). I would be happy to discuss other options such as bespoke presentation backing cards or custom gift wrapping, if these might be suitable alternatives.