Thank you for shopping with LUCKYTRL brand is owned and operated by ESSJ LLC, a legally registered business in the United States. We strive to ensure you are completely satisfied with your purchase. If, for any reason, you're not happy with your order, we offer a fair and transparent return and refund process as outlined below.
🕒 Return Window
Customers may initiate a return within 30 days from the date of delivery. After 30 days, unfortunately, we cannot offer a refund or exchange.
✅ Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- The item is unused, unworn, and unaltered.
- It must be in the original packaging, including all tags, labels, and accessories.
- You must provide a valid proof of purchase (e.g. order number, receipt).
- The return must be initiated within the allowed return period.
❗ Non-returnable items include:
- Sale items marked as “Final Sale”
- Intimates, swimwear, and undergarments
- Gift cards
- Personalized or custom-made items
📦 Return Process
To initiate a return, follow these steps:
- Contact us at
[email protected]with:
- Your full name and order number
- The reason for your return
- Photos if the item is damaged, defective, or incorrect
- Wait for our response (within 24–48 hours) including return approval and return address.
- Package the item securely and send it using a trackable shipping method. We recommend keeping your tracking number for reference.
- Return shipping fees are the responsibility of the customer, unless the return is due to our error (e.g. wrong or damaged item).
💸 Refunds
Once your return is received and inspected, you will receive an email notification regarding the approval or rejection of your refund.
If approved:
- Refunds are processed to your original payment method within 5–10 business days.
- If your original payment method is unavailable, store credit may be offered as an alternative.
- Refunds do not include original shipping fees, unless the return was due to our error.
🔁 Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at [email protected] with your order details.
In some cases, we may ask you to return the original item before sending a replacement.
📦 Order Cancellations
- Orders can be cancelled within 12 hours of placement. After that, orders may already be processed and shipped.
- If an order has shipped, it cannot be cancelled but may still be eligible for return under this policy.
⚠️ Damaged, Incorrect, or Missing Items
Please inspect your order upon delivery. If you receive a damaged, incorrect, or incomplete order, notify us within 3 business days of delivery.
Include the following in your email:
- Order number
- Photo(s) of the item and packaging
- Description of the issue
We will offer a full replacement or refund at no additional cost in these cases.
🧾 Important Notes
- We are not responsible for returns lost in transit. Please use a shipping method with tracking.
- Items returned without prior authorization will not be accepted or refunded.
- Items returned that do not meet our policy criteria may be refused or subject to a restocking fee of up to 20%.
📬 Contact Us
For any questions or assistance with your return:
- 📧 Email: [email protected]
- 📞 Phone: (+1) 562-410-0796
- ⏰ Support Hours: Mon–Sat, 9 AM – 9 PM