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 at (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.


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 any fragrances or fragrance samples, due to possible product tampering conditions that may occur. This policy helps us maintain strict quality control guidelines, and ensures that every fragrance shipped is in 100% original condition.



PAYMENT OPTIONS

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

We now accept payments via Paypal.com
Simply calculate your total, include shipping and taxes (CA residents only), and send us a payment notice using this email: lucky@luckyscent.com

Once we receive your order and payment notification from Paypal, we'll process and ship your order immediately!

Sorry, but we do not accept checks or CODs. We apologize for any inconvenience.



ORDER FULFILLMENT

Orders are shipped Monday through Friday. We try to fulfil all orders within 24 hours of receipt providing it has been received before 12 noon. We cannot guarantee your order will be shipped out within 24 hrs, but we try our best to see that it does. If an order contains a back-ordered or sold out product, we will not ship that order until the missing products are back in stock. Business days are Monday through Friday, excluding holidays.

Your credit card will not be charged until we ship your order.

SAMPLES

With every product order (not samples-only orders) we offer a box where you can enter sample requests. Amount of samples depends on order size. As a rule you can expect 2 free samples for a fragrance with a value under $50. 3 free samples for a fragrance with a value over $50. Each additional bottle of fragrance ordered adds 1 additional sample. We can not guarantee you will get the samples you request, but, depending on availablility, we will do our best.

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 >