LUCKY BRAND FAQ
Our current store locations can be found on the store locator by filtering for Lucky Brand Stores.Go to Store Locator .
Our store hours vary from one location to another. Please contact the location nearest to you for their hours of operation. To find your local Lucky Brand Canada store, please use our Store Locatorand filter by store: Lucky Brand
For in-store related questions, please e-mail us at:email@example.com.
For online related questions, please e-mail us at: firstname.lastname@example.org
For all Lucky Brand US inquiries please use the following:
Call: 1 (866) 975 5825 between 5am PT – 7pm PT, 7 days a week
Please be advised effective August 1st, 2023 Thriftys Family of Brands will no longer be providing online services and products for Lucky Brand and will be operating ONLY from our Retail stores. Online purchases made up until August 1st, 2023 can be returned online or in-store until September 1st, 2023.
Return & Exchanges Policy for Online Purchases Only
-Items are unwashed and unworn with original tags attached.
-The return must be processed within 30 days of the original order date.
-Items must be accompanied by a paper copy of the original invoice. This paper copy serves as your receipt.
-All items marked as 60% Off or more, “Final Sale”, “Clearance”, or in the SALE section cannot be returned or exchanged.
-All gift cards, masks, bandanas, cosmetics, jewelry, intimates, bodysuits, and swimwear are final sale and may not be returned or exchanged.
-Items that have been purchased in multiple quantities over 10 are non-refundable and are not eligible for in-store exchange.
-All US orders are FINAL SALE and cannot be returned.
-Exchanges can only be completed in-store. No exchange will be processed by mail.
-All refunds are subject to approval and must meet the requirements outlined in our return policy listed on our website. We reserve the right to deny a refund if it does not meet the conditions of our return policy.
-Shipping charges are non-refundable.
Steps to Return:
1. A return form is included in each package when shipped. If you have lost your return form you can print a blank copy at the following link: Click Here
2. Fill out all of the required information on the return form including your order number, SKU number of the items you are returning, and the return code.
3. Securely pack your merchandise, return form and invoice in a box or envelope of your choice. Return packaging is the responsibility of the customer. You may also reuse original packaging if possible.
4. Please use the following link to print a pre-paid return label:https://www.canadapost-postescanada.ca/information/app/prse/label?policyId=PR375487&LOCALE=en Please note: our Canada Post Return ID number is PR375487
5. Place the pre-paid return shipping label on the outside of the package.
6. Drop the package off at your nearest post office or arrange a Canada Post Pickup by calling 1-866-607-6301. Please note: Original shipping costs incurred are non-refundable as we include a prepaid Canada Post return shipping label in each order. Returns under $6.99 will not be accepted back at our warehouse.
7. Once the refund has been received and is processed, you will receive an email entitled “Notice of Refund” which is a copy of the refund for your records.
8. The refund will be processed back onto the original method of payment used for purchase. Refunds can take up to 3-5 business days after your return has been received.
Please send your return to: Lucky Brand Canada– Returns 15 Leswyn Road North York | Ontario | M6A 1J8
If you have received a damaged item in your online order and would like to inquire about a replacement, please contact our customer support team at email@example.com and provide a detailed explanation with photos of the damaged item.
Online orders can be returned or exchanged at any Lucky Brand store location (excluding outlet stores) and must meet the following criteria
- Items are unwashed and unworn with original tags attached.
- Items must be accompanied by a paper copy of the original invoice. This paper copy serves as your receipt.
- The return or exchange must be processed within 30 days of the original order date.
- Original shipping costs incurred are non-refundable and will not be refunded in-store.
- All items marked as “Final Sale”, “Clearance”, or in the SALE section cannot be returned or exchanged.
- All gift cards, masks, bandanas, cosmetics, jewelry, intimates, bodysuits, and swimwear are final sale and may not be returned or exchanged.
- Returns are processed back onto the original method of payment used for purchase (except for orders placed with PayPal or Apple Pay. Please read below for more details). If you are unable to present the card used for the online purchase (credit card or Visa Debit), a store credit will be issued.
PayPal, Apply Pay: Unfortunately, we are not able issue a refund to your PayPal or Apple Pay account when visiting in-store for a return. All PayPal or Apple Pay refunds received in-store will be returned to a merchandise card which can be used instore or online. A refund can only be credited to your PayPal or Apple Pay account if it is returned by mail to our online store.
Klarna: Returns/exchanges cannot be made in store for orders paid with Klarna and must be returned by mail for a refund.