Refund Policy

Every day we work to bring you a variety of products and one-of-a-kind materials to celebrate moments, tell your personal story or gift the important people in your life. In addition, we have effectively trained our employees and worked with our strategic partners to provide a professional and highly personalized customer experience. If you are not satisfied with your order for any reason, please let us know. We will handle your issue on a case-by-case basis to make it right.

We only accept refunds for the following scopes:

1. Damaged package received

2. Defective or damaged goods

3. Customized wrong goods

4. Wrong item

In the above cases, we will provide you with a 30-day return policy. Please check your order after receipt. If the item is defective, damaged or you received the wrong item, please contact us immediately so that we can evaluate the problem and correct it.

You should contact our support team within 30 days of product delivery by clicking here. The more you know about the cause of the problem, the easier it will be to help solve it. To expedite your request, please include the following information:

- Your name as it appeared on the order

- Your order number

- A detailed description of the problem

- Some photos illustrating the problem

- Do you want a replacement or refund

You can contact us at info@collectlucky.com. If your return is accepted, we will send you a return shipping label (return labels are not currently available, we will provide you with a return address that you will need to mail to and pay for postage) and instructions on how and where to ship your package. Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags attached, and in its original packaging. You will also need a receipt or proof of purchase.

Unfortunately, we cannot accept returns on sale items or gift cards.

Incorrect order address or incorrect information provided by the customer

Please understand that we are not responsible for customer errors, such as spelling or grammatical errors, quality issues with the original image, or order errors. Please check your order carefully before placing an order.

In addition: Please note that you must fill in the correct delivery address in the order. If the delivery address of the order is incorrect or incomplete, the consequences of the package being returned or damaged will be borne by you alone, and our store will not bear any responsibility.

Exceptions/Non-returnable items

Since it is a personal customized product, we cannot resell it. Therefore, we do not provide refunds for non-product problems. If you have questions or concerns about your specific product, please contact us.

Note: After confirming the exchange, we will no longer provide a 30-day return and exchange service policy except for product quality issues.

Refunds

Once we receive and inspect your return, we will notify you and let you know whether the refund has been approved. If approved, you will automatically receive a refund through the original payment method. Please keep in mind that it may also take some time for your bank or credit card company to process and issue the refund.

For any return issues, you can always contact us at info@collectlucky.com.