What will be included in the package I receive?
Your package should include: all the items you purchased, an invoice detailing your purchases for verification, a ‘Return and Exchange Instruction’ sheet, and a small tape measure as a complimentary gift.
What should I be aware of when placing an order?
Before confirming your order, please ensure all your order information is correct, such as size and model. Additionally, ensure the accuracy of your delivery information, including the correct street address, house number, apartment number, postal code, city, state/province, phone number, and email address. After submitting your order, you will typically receive an order confirmation email. Please double-check all the aforementioned details in the confirmation email. If you find anything that needs to be corrected, contact us within 2 hours. Within the first two hours after placing your order, you can modify any information or cancel the order. After two hours, you will no longer be able to modify the order details. However, you can change your delivery contact information up until you receive the shipping notification email. For significant or unclear orders, our customer service team will proactively send you an email to confirm the order details, so please respond promptly.
Can i cancel / amend my order?hange my shipping address?
You can cancel or amend your order within 2 hours upon placing your order. To cancel or amend your order, please email us at support@luckwearer.com for us to process them for you. Unfortunately, any orders past 2 hours will be registered onto our system and we will not be able to cancel them.
Can you do next day shipping or expedient shipping
We do not offer expedited shipping services. All orders are processed uniformly. Therefore, if you have specific needs, please plan and place your order in advance. Our order processing time is 5 nature day, and the shipping time is 7-14 nature days. If you do not receive your package within 20 natural days, 2% of the total order amount will be refunded for each day of delay, up to a maximum of 30% (this compensation policy for undelivered goods within 20 days applies only to the United States, Western Europe). If you still haven’t received the product within 30 natural days, or if the tracking information shows no update for 20 days, you have the option to either receive a full refund or to have us reship the order at no additional cost. For reshipping, you’ll need to reconfirm your address with us. Of course, we will still provide the agreed upon compensation for the delay .
Is it true that all countries and regions are eligible for a 20-day compensation for undelivered goods??
No, this compensation policy for undelivered goods within 20 days applies only to the United States, Western Europe.
How can I track my order after placing it?
Generally, you will receive a shipping notification email a day after placing your order. By clicking on ‘Track’ within the email, you can view the logistics information for your order.
What addresses do you not accept?
We do not accept APO, FPO, DPO, PO BOX addresses. Also, some remote areas are not eligible for delayed refund services, If you are not sure for this, you can send us an email to confirm.
Which carrier do you use to send my package?
Varies by country. In the USA, we primarily use USPS, and in the UK, Royal Mail. Other countries have different carriers.
How do I know if my order payment was successful?
As soon as your payment is successful, we send an order confirmation email. You can also log into your account on our website and check under ‘Account – My Orders.’ If you can’t find your order, it might have failed; please contact us immediately for assistance. If your payment fails, don’t worry, the money will usually be automatically refunded to you quickly.
Can I add more products to my order after placing it, or do I need to place a new order?
Sorry, you will need to place a new order. If two orders are placed within a few hours of each other, you can email us to request combined shipping; otherwise, we will ship the orders separately.
It’s been over 2 hours since I placed my order, and I still haven’t received a confirmation email. Can I get a refund?
Generally, customers can cancel their orders within 2 hours. After 2 hours orders can’t be canceled. Please promptly verify the details in your order confirmation email. If there are any inaccuracies, such as incorrect size, color or others, email us immediately. Our company operates 24/7 in three shifts, including weekends, so your email will be promptly addressed. As long as you notify us within 2 hours of placing the order, we will generally assist you, including correcting order details or modifying your delivery information.
How do you usually track shipping information, and can I use the APP “Shop”?
Within 12-48 hours of placing your order, you will receive a shipping email containing detailed shipping information, such as the logistics company, tracking number, and a tracking link. You don’t need to download Shop to track it.
If I have already received the shipping notification email, can I still modify the order and delivery information?
Sorry, once you receive the shipping notification email, it means your package has already been dispatched, and we cannot ask the shipping company to single out and return your package from thousands of others. Such an operation would be too costly. Of course, if your address is indeed incorrect, please pay close attention to the tracking link we sent you. When your order is out for delivery, you can directly contact the shipping company to arrange for pickup, ensuring you still receive your package. However, once the package is shipped, ownership transfers to you, and we cannot ask the shipping company to change the delivery address. Therefore, you must promptly contact the shipping company to change the address or pick it up from the post office yourself.
I checked your shipping information, and if it hasn’t been updated for a while, does that mean the package is lost?
There can be many reasons for this, including the package being lost or delayed due to force majeure. If you’re concerned, you can email us, and we will verify the specific reasons with our carrier. Of course, according to our policy, if there are no updates for more than 20 days, you have the right to choose not to wait and either get a direct refund or ask us to resend the package.
I checked the shipping information and it shows that delivery failed. What should I do?
In our shipping notification email, there’s a link for you to directly check the latest shipping information. Please pay close attention to the status of your order’s delivery. If the shipping information you see shows ‘delivery failed’ instead of just not being updated for a long time, you need to promptly contact the relevant courier company with the tracking number we provided to retrieve your package. Common reasons for delivery failure include ‘insufficient address’, ‘without number’, ‘no one answer’, etc. If you cannot retrieve your package within a week, it will be returned to our warehouse.
What should I do if my package is shown as returned to the sender?
If your package is marked as returned to sender, it may be due to incorrect address, no one available to receive it, or it being actively returned for other reasons. You should contact us promptly so we can verify the specific cause. If it’s due to an incorrect address, we’ll ask you to provide a new address and charge 50% for whole order as reshipping fee. If you actively chose to return the package, please provide the specific reasons, and we will opt for a full refund.
What should I do if the package is marked as received, but I haven’t actually received it?
In such cases, we follow a well-established process designed to balance customer satisfaction and prevent potential fraud. The process is as follows:
1,If you haven’t received the product, please contact us immediately. We first verify the accuracy of the delivery information provided by the courier company (checking tracking information: we initially review the package tracking details provided by the courier to confirm the delivery status). If we confirm your address is correct and there are no errors in the logistics information, we will provide you with the shipping details and the courier company’s contact information. You can directly contact the courier to inquire if there are more detailed delivery information or potential misdeliveries (sometimes, courier tracking systems might erroneously show a package as delivered when it’s still in transit).
2,Communication with the customer: Please check your mailbox, security cameras, or ask neighbors to confirm if the package was mistakenly placed elsewhere, hidden in a spot you might not easily find, or taken by a pet to an inconspicuous location.
3,Refund or Reshipment: If we determine that the customer indeed did not receive the goods, they can choose reshipment (but only of the same size and item; changes are not permitted). We place a high emphasis on customer experience, and typically lean towards trusting the customer’s account.
4,We firmly believe that a customer-centric approach is crucial for earning a good reputation and customer loyalty. At the same time, we continuously strive to improve our logistics and customer service systems to minimize the occurrence of such issues.
Contact Us
For any other situation not covered by the above policy, please contact us.
Email: support@luckwearer.com