Refund policy

We aim to successfully fulfill each order and unfortunately are only able to review return requests that are of damaged (ie cracked or broken) products. There is a 14-day return period from the date of delivery, which you have to submit your return request to our Customer (client) Care for review at customercare@luckysivy.com. Please note return requests are reviewed on individual basis and not all return requests are honored/approved. 

To be eligible for a return, your item must be in the same condition that you received it. By definition, the product must be unworn/unused/unopened, with tags intact, in its original packaging, and meet eligibility requirements listed within this policy. You’ll also need the receipt or proof of purchase.

To start a return, you must contact us at customercare@luckysivy.com. Upon receiving your email, we will do our best to reply within two (2) business days. 

If your return is accepted, we will send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customercare@luckysivy.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately upon receipt. If the product is damaged (cracked or broken), please email us at customercare@luckysivy.com with your order number, photographic/video evidence of the damage, and a brief explanation of your concern. We will evaluate the issue and provide a solution on an individual basis.    We'll review your submission and try our best to reply within two (2) business days. 

Also, please note shipments that are returned to our warehouse because of an incorrect shipping address or attempted delivery with no answer, will not be refunded. 

Non-returnable items
Certain types of items cannot be returned, such as personal care goods (such as beauty products) that have been used, even if the product has been determined as damaged or broken. Please contact us if you have questions or concerns about your specific item.

Exchanges
Unfortunately, we do not accept exchanges at this time. Please be sure to carefully select your products upon purchase. 

Refunds
If a refund is requested, we will notify you once we’ve received and inspected your returned product, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account. If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@luckysivy.com.