CUSTOMER SERVICE

Thank you for shopping at luckyscent.com. Luckyscent is dedicated to offering you prompt customer service. You may contact a customer service representative directly, via email at lucky@luckyscent.com.

If immediate attention is required, feel free to phone us:

Monday-Friday 9AM - 6PM PST (323) 931-8297


OUR GUARANTEE

We guarantee that your order arrives in safe, perfect condition. If, for some reason, your product arrives broken or damaged, please contact us immediately at returns@luckyscent.com and we can make immediate arrangements. Please include your order number within the email.


FREE SAMPLES

We offer free samples with every product order (not samples-only orders). Sample requests can be typed into a box on the final page of the checkout process. Amount of samples depends on order size. As a rule you can expect 2 complimentary samples in orders of less than $55. For orders between $55 and $150 you can expect 3 complimentary samples, for orders between $150 and $250 you can expect 4 complimentary samples, for orders between $250 and $300 you can expect 5 complimentary samples, and for all orders over $300 you can expect a minimum of 6 samples. We can not guarantee you will receive all the samples you request, but, depending on availability, we will do our best to accommodate all reasonable requests.


DISCLAIMER

Lucky Scent does not represent or warrant that the content accessible in this site is accurate, complete or current. Pricing and availability information is subject to change without notice. We reserve the right to refuse shipment of product to anyone for any reason.


RETURN POLICY

Candles: We will be happy to provide an exchange credit on unused and unopened candles. Sorry, no refunds. We highly recommend that you return the item via an insured carrier (e.g., FedEx, UPS, USPS Parcel Post), and that you insure the item for its full value. Make sure to retain all postal and insurance receipts -- this will protect you in case the item is damaged or lost in transit. All returns must be pre-paid; sorry, we cannot accept COD returns.

Fragrances: Sorry, we cannot accept returns or exchanges on fragrances or fragrance samples, due to possible product tampering conditions that may occur. However, we may consider refunds on a case by case basis. You must call toll free at (866) 931-8297 before any merchandise is returned. This policy helps us maintain strict quality control guidelines, and ensures that every fragrance shipped is in 100% original condition.

All other products: We do not accept returns or exchanges on any products that have been opened or used.


PAYMENT OPTIONS

We accept American Express, VISA and MasterCard and Discover. We also accept ATM cards with a VISA or MasterCard logo.

We also accept payments via Paypal.com and Google Wallet. You can simply proceed to checkout where you will be given the option to pay with PayPal or Google Checkout.

We can accept orders by mail, but only by money order. We are unfortunately not able to accept personal checks. If you would like to pay for an order by money order, please calculate your total order amount, including shipping fees, taxes (8.75% if shipping to California), and send it to:
Lucky Scent
Attn: Orders
317 N. La Brea Ave
Los Angeles, CA 90036

Please be sure to include a note with your name, shipping address, daytime telephone number, and the items you wish to order. Once we receive your order, please allow a few days for us to process it for shipment.


ORDER FULFILLMENT

Your credit card will not be charged until we ship your order. If you select PayPal as your payment option, please note that the funds are transferred instantly at the time of your order.

Domestic Orders
We ship Monday through Friday, excluding holidays. Typically domestic orders are shipped within 24 hours of receipt providing it has been received before 10am PST. We cannot guarantee your order will be shipped out within 24 hrs, but we try our best to see that it does.

International Orders
Due to the complexities of international shipping, we can only process and ship international orders every 7-10 days. We thank you for your patience and understanding.

Click here for a list of countries where we are able to ship >


BACKORDERS & SPLIT SHIPMENTS

If an order contains a back-ordered or sold out product, we will not ship the order until the missing products are back in stock.


ORDER CONFIRMATION

Once your order is placed with luckyscent.com, you'll receive two emails: the first will be your order receipt. Once we ship your order, we'll send you a second email containing your order tracking number.

SHOPPING CART ISSUES

If you are having trouble placing an order and your old order continues to appear on the "Confirm Your Order" page, you may need to reset your shopping cart.

Click here to reset your shopping cart >

FAQs

Do you require a signature on delivery of your packages?

How do I create register a Lucky Scent user account on your website?

Do you ship to Australia?

I see that you ship to many different countries. Why don’t you ship to my country?

How are your samples packaged


Q. Do you require a signature on delivery of your packages?

A. If your order is $500 or over, we do generally require a signature on delivery for security reasons. If you prefer not to have a signature required on delivery of such shipments, please specify as such (i.e., ‘Please leave at front door with no signature’, etc.) in the special requests/instructions box during the online checkout process.
We also require a signature on packages going to addresses that have had delivery problems in the past. Otherwise, most packages should be delivered to your door unless the UPS driver deems it unsafe to do so at the time of delivery.

Q. How do I create register a Lucky Scent user account on your website?

A. The option to register for an online user account is given during the checkout process when you place an order with us online. When prompted for a password during online checkout,
you may type one in if you wish, and this password will then be linked to your e-mail address for future log-ins.
A user account is only optional, and not necessary to place an order, but is helpful if you wish to store address/payment information, review products, or save items to a wishlist on luckyscent.com.

Q. Do you ship to Australia?

A. Yes. For more information on international shipments, please see our shipping information page: http://www.luckyscent.com/shipping.asp

Q. I see that you ship to many different countries. Why don’t you ship to my country?

A. Unfortunately, there are certain countries to which we cannot ship due to either customs regulations or problems with delivery.

Q. How are your samples packaged?

A. Our sample vials generally come in standard glass perfume sample vials with a plastic wand applicator cap, and filled to 0.7ml. There are a few exceptions that are packaged in spray vials, and these are typically fragrances we feel are better experienced when sprayed. They are noted as such online, on both the samples page and on the individual product description page.
Please also note that perfume oil samples, due to their higher cost and concentration, are only filled halfway or less, depending on the fragrance, and noted as such next to the sample price on the product description page.