How do I make a return or exchange?
If you are not completely satisfied with a Lucky Brand purchase or gift for any reason, please review our Returns & Exchanges Policy section for information. All orders shipped internationally are final sale.
How do I check on the status of my order?
You will receive an email notification confirming shipment. To check the status of your order, please visit our Order Details page, where you will be asked to enter your order number, email address, and billing zip code.
Can I return my purchase to any store?
Luckybrand.com purchases and orders placed in-store for delivery shipped to a U.S. address may be returned or exchanged in any Lucky Brand store in the U.S. as long as returned in accordance with our Returns & Exchanges Policy.
Where can I use a merchandise credit?
Merchandise credits issued in store cannot be used online and must be used in store only.
If I select in-store pickup, how long before my order will be ready for pickup?
You will receive a separate notification email as soon as your order is ready for pickup at your selected store. If the order is placed near a store's closing time or after business hours, you will receive an email the following day. Please bring your order confirmation email.
What items are Final Sale?
Products marked “Final Sale” will not be eligible for refund, exchange, or merchandise credit. Items with a ticketed price ending in $0.97, gift cards and orders shipped internationally are Final Sale. Products online will be clearly marked "Final Sale" within the Product Detail Page and/or shopping cart. Please note that the discounted ticketed price ending in $0.97 may display differently on receipts due to promotions and additional discounts. Questions around Final Sale items may be directed to an in store associate or you can call or chat with a customer service representative at 1 (866) 975 5825.
When will my order ship?
Most orders will begin processing as soon as your online purchase is complete. Your order will be shipped once the items are located, your payment is approved, and the receiving address is verified. Occasionally, items may be out of stock or backordered. As soon as your order is dispatched, you will receive an email notification. After your order dispatched, delivery times vary according to the location of your shipping address and or the location of the inventory. Please note, orders do not ship Saturdays, Sundays or U.S. federal holidays. Orders that include the gift wrap options may require an additional business day to process.
Why is my order arriving in multiple shipments?
For your online shopping convenience, Lucky Brand may fulfill online orders through in-store inventory as well as through our distribution center. For this reason, orders may ship in multiple shipments. Please note shipping charges apply only to the first package shipped. There are no additional shipping charges for subsequent shipments for the same order.
Is there a return fee?
For Lucky Platinum Rewards Members, return shipping is free if returned within 30 days. For all others, if you use our pre-paid return label, the cost of return shipping is $8 and will be deducted from your refund. Please note, shipping fees are non-refundable.
Can I return my in store purchases through the mail?
Luckybrand.com and in-store order purchases shipped to a U.S. address can be easily returned by mail as long as returned in accordance with our Returns & Exchanges Policy. Please note, returns will not be accepted if mailed to a store location. Items shipped outside of the returns window may not be returned to you. Unfortunately, we are unable to offer exchanges by mail at this time.
Can I return a gift purchased online?
Yes. Gift recipients may return eligible gift items purchased online to a Lucky Brand store or by mail in accordance with our Returns & Exchanges Policy. In-store gift refunds will be issued as a merchandise credit, redeemable in-store only. Refunds for mailed gift returns will be issued as an E-Gift Card via email.
How long do I have to return an online purchase?
You have 30 days from the purchase date to return eligible items. If we receive your item by mail within 31-60 days of purchase, or if your item was purchased using a Lucky Brand Gift Card or merchandise credit and we receive it within 60 days of purchase, you will receive a full refund in the form of an E-Gift Card for the item which may be redeemed in any store or at Luckybrand.com. We do not accept returns made after 60 days of purchase date.