FAQ
What if I entered incorrect information?
Please contact us so we can change your email address. We can change your email address, name and address but we cannot change your order.
Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
What payment methods do you accept?
We use PayPal to process all our online order payments. PayPal is a secure payment gateway which allows our customers to complete their payment without disclosing any bank/card information to us.
During the order process you will be redirected to the PayPal website to make your payment. Your payment is made on the PayPal site and servers, taking advantage of their world class security measures to keep all your payment details safe.
You have two options to make your payment:
Using a PayPal account: Simply enter your PayPal username and password directly on the PayPal website when prompted and follow the steps displayed on screen to complete the payment.
Without a PayPal account, using a credit or debit card: PayPal is a major online merchant and you can make a payment without the need for a PayPal account. Your payment can be made using a wide range of credit and debit cards directly on the PayPal website. Your card payment will be safe and secure using PayPal's world class security.
To make a payment without a PayPal account please click the 'Pay with Debit or Credit Card' button on the Pay with PayPal screen and enter your payment details when prompted.
How secure is my only order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, at our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original method of payment.
Please not that any orders that have already been packed or shipped cannot be cancelled.
Can I change my shipping address after placing and order?
Please be advised that in very few instances, we can change your shipping address within the next 3-4 hours of your order. However, any longer than that, your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination’s customs department will have the package on hold.
When will my order arrive?
All items in store take 2-3 business days to process. And depending on your location can take 5-30 days to be delivered. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.
How do I track my order?
We will email your tracking information (when available) as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
What do I do if I have missing items in my order?
If something is still missing, please contact us immediately via email at support@lucysan.com
SHIPPING & CUSTOMS
When will my order be processed?
All orders are handled and shipped out from our warehouses throughout the world. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped within 7 days after the processing day. Please note that we don’t ship on weekends.
You may contact us If you do not receive tracking confirmation after 10 business days from the day you completed your payment.
Why didn’t I receive an order confirmation email?
We send order confirmation emails immediately after you place your order. If you did not receive one, typically it is because of an incorrect email entered. Please contact us and we confirm or make any changes.
Will I be charged with customs and taxes?
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local custom office.
Is my order eligible for free shipping?
Free shipping can be applied to orders that are part of our free shipping promotions excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.
RETURNS
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.