--- We believe in standing behind every product we sell. We also believe that you, as a customer, deserve to know exactly where you stand before, during, and after the purchase process—so there are no surprises, no fine print tricks, and no runarounds. This Refund Policy has been written to be honest, direct, and thorough. We ask that you read it carefully and in full before making a purchase with us, because understanding our policies in advance prevents misunderstandings after the fact. We know that no policy document is fun to read. But if you take ten minutes to understand where we stand now, it will save both of us a lot of back-and-forth later. That is in everyone's interest. We want you to feel confident when you shop with us, and we want our team to be able to help you quickly and fairly when something doesn't go as expected. If anything in this policy is unclear, or if your situation doesn't fit neatly into one of the categories described below, please reach out to us before placing your order if possible, or after delivery if something doesn't meet your expectations. We evaluate every case individually, and we have the discretion to make reasonable exceptions when a situation warrants it. But we can only do that if you talk to us. --- ## 1. Our General Refund Commitment We want you to be satisfied with your purchase. If you are not satisfied—for any reason, or for no particular reason at all—you have the right to request a return and a refund in accordance with the terms set out in this policy. This policy covers three primary scenarios: - **Returns initiated by the customer** within the permitted window, for items the customer has decided they no longer want or that don't meet their expectations. - **Returns or replacements for items that arrive damaged, defective, or incorrect**—that is, items that were shipped to you in a condition that falls short of what was described on our website or what we intended to send. - **Refunds arising from orders that cannot be fulfilled**—for example, if an item you ordered goes out of stock and we cannot source a replacement, or if your payment was processed but the order could not be completed for reasons within our control. We do not offer refunds for situations outside of these categories unless we choose to make a discretionary exception in writing. --- ## 2. Customer-Initiated Returns: The 30-Day Window If you change your mind about a purchase—no problem, it happens—you may return the item to us for a full refund of the item price, provided that: - You initiate the return request by contacting us at **mieshakellyshilah@gmail.com** within **30 calendar days** of the date on which the package was delivered to your shipping address (as recorded by the carrier's tracking system). - The item is returned to us in its **original, unused, unworn, unwashed, and undamaged condition**, with all original tags still attached. Items that show signs of wear, use, washing, alteration, or damage of any kind will not be accepted as valid returns and will be returned to you at your expense. - The item is returned in its **original packaging** whenever possible. If the original packaging is not available, you must use comparable protective packaging to ensure the item arrives back at our facility in the same condition it was sent. - You ship the item back to us **at your own cost** using a trackable shipping method. We strongly recommend purchasing shipping insurance, as we cannot be held responsible for items lost in transit during the return journey. If the returned item arrives at our facility in a damaged condition due to inadequate packaging during the return shipment, we reserve the right to deduct a restocking fee from your refund to account for the diminished condition of the item, or to refuse the return altogether. Once we receive your returned item and confirm that it meets the conditions described above, we will issue a refund to your original payment method within **5 to 7 Business Days**. The refund will be credited to whichever payment method you originally used to place the order—credit card, debit card, or other supported payment method. Please note that the refund may not appear in your account immediately; it may take an additional 3 to 5 Business Days for your bank or card issuer to process and post the refund, depending on their internal processing timelines. We have no control over how quickly your financial institution posts a credit to your account once we have issued it. **Please note:** Shipping charges paid at checkout are **not refundable**. This includes any expedited shipping fees, if applicable. The cost of return shipping is also the responsibility of the customer and is not refundable. --- ## 3. Items That Cannot Be Returned For hygiene and safety reasons, certain categories of items are **not eligible for return** under any circumstances, unless they arrive in a damaged or defective condition (see Section 4 below): - **Underwear, swimwear, socks, and hosiery** of any kind, for any reason. - **Personal care items** that have been opened, used, or whose packaging has been broken or compromised. - **Items marked as "final sale"** on our website at the time of purchase. Final sale items are non-refundable and non-returnable without exception. Please check the product listing carefully before purchasing a final sale item. - **Customized or personalized items** that were made or modified to your specifications. - **Items that have been altered, washed, worn, or otherwise used** by the customer. - **Items returned after the 30-day return window** has passed, regardless of the reason. If you are uncertain whether a specific item you are considering purchasing is eligible for return, please contact us before placing the order. We will tell you plainly whether the item can be returned. --- ## 4. Damaged, Defective, or Incorrect Items This is the area where we are most committed to making things right, because receiving a damaged item or the wrong item is genuinely not your fault and should not cost you anything. **If your item arrives damaged:** If your item arrives physically damaged—meaning the packaging is crushed, torn, or compromised in a way that has caused damage to the item inside—please notify us within **48 hours of delivery** by emailing **mieshakellyshilah@gmail.com** with your order number, a clear description of the damage, and at least 3 to 5 photographs showing: (a) the exterior packaging from multiple angles, (b) the damaged item clearly visible, and (c) any other relevant details that illustrate the nature and extent of the damage. Failure to notify us within 48 hours of delivery may affect our ability to process your claim, though we will still evaluate each case individually. We ask for early notification because it helps us file carrier damage claims within the carrier's required timeframes, which ultimately benefits you. Once your claim is confirmed and approved, we will offer you one of the following resolutions at our discretion: - **A full refund** of the item price and original shipping charges, credited to your original payment method. - **A replacement shipment**, sent to you at no additional cost, using the same carrier and shipping method as the original order. If we send a replacement, we will provide a new tracking number. The replacement is sent under the same free shipping terms as your original order. You will not be required to return the damaged item unless we specifically request it. If we do ask you to return the damaged item, we will provide a prepaid return shipping label at our expense. **If your item is defective:** A defective item is one that has a manufacturing flaw—a broken zipper, a seam that separates on first use, a fabric defect, a hardware failure—that was not caused by your use or handling of the item. Defects are distinct from damage that occurs during shipping (covered above) or from general wear and tear. If you believe you received a defective item, please contact us within **7 calendar days** of discovering the defect by emailing **mieshakellyshilah@gmail.com** with your order number, a description of the defect, and at least 3 to 5 clear photographs showing the defect clearly. We will evaluate the information provided and respond within 2 Business Days. If we determine that the item is defective and the defect is confirmed to be a manufacturing issue (not damage caused by use, improper care, or accidental mishandling), we will offer a replacement or a full refund at your preference. **If you receive the wrong item:** If the item you receive is different from what was described on our website or what you ordered—for example, wrong color, wrong size, wrong model, or a completely different product entirely—please notify us immediately, and no later than **7 calendar days** after delivery, by emailing **mieshakellyshilah@gmail.com** with your order number and a description of what you received. We will arrange for the incorrect item to be returned to us at our expense and will send you the correct item at no additional cost, or issue a full refund if you prefer. --- ## 5. Non-Delivery and Lost Orders If your tracking information indicates that your package was delivered but you did not, in fact, receive it, please check with neighbors, household members, your building's reception or mail room, a leasing office, or any other person who may have accepted the package on your behalf. If, after a thorough check, the package still cannot be located, please contact us within **5 Business Days** of the delivery date shown on the tracking information. We will open an investigation with the carrier on your behalf. If the carrier officially marks the package as **lost in transit**—meaning it has been missing for a period that exceeds the maximum transit time stated in our Shipping Policy, and the carrier has no record of delivery—we will issue a full refund or send a replacement order at your preference, at no additional cost to you. We handle lost package investigations with the carrier directly and will keep you updated on the progress. Please be aware that carrier investigations for lost packages typically take **5 to 10 Business Days** to resolve. We are not responsible for packages that are confirmed delivered by the carrier to your address but are subsequently lost, stolen, or removed from your premises after delivery. Once a carrier records a package as delivered, our responsibility for that shipment ends. --- ## 6. Refunds for Cancelled Orders If we are able to cancel your order before it ships (see our Shipping Policy for cancellation conditions), we will issue a full refund of the item price and any shipping charges paid at checkout. Refunds for cancelled orders are processed within **3 to 5 Business Days** of confirmation of cancellation and are credited to your original payment method. As noted above, your bank may require an additional 3 to 5 Business Days to post the credit to your account. If an order is cancelled after it has shipped, the order cannot be stopped. You may refuse the delivery when it arrives, and we will issue a refund of the item price once the package is returned to us, minus any return shipping charges incurred. We will not refund the original shipping cost in cases of customer-initiated order cancellations after shipment. If we are unable to fulfill an order after payment has been processed—due to an item going out of stock, a pricing error, or another reason within our control—we will notify you promptly and issue a full refund of all charges paid, including shipping, within 3 Business Days. We will make every effort to notify you before charging your payment method if we anticipate any fulfillment issues. --- ## 7. How to Initiate a Return To initiate any return, refund request, or product claim, please follow these steps: **Step 1 — Contact us first.** Email us at **mieshakellyshilah@gmail.com** with your order number, the item or items you wish to return or report, and a brief description of your reason. Do not ship anything back to us without first receiving a return authorization and return instructions from our team. Unauthorized returns—shipments sent to us without a prior return authorization—may be refused upon delivery or returned to sender at your expense. **Step 2 — Wait for our response.** We will respond to all return and refund requests within 1 to 2 Business Days. During high-volume periods, please allow up to 3 Business Days for a response. If you do not hear from us within that window, please check your spam folder before sending a follow-up. **Step 3 — Follow the instructions you receive.** Our team will provide you with a return address (if applicable), instructions for packaging, and any other steps you need to follow. Please follow these instructions carefully and completely. Failure to follow return instructions may result in processing delays or a reduced refund. **Step 4 — Ship the item back (if required).** If you are returning an item, use a trackable shipping service and retain your proof of shipment and tracking number. We recommend insuring your shipment for the full value of the item. Email us the tracking number once the return has been shipped. **Step 5 — Wait for processing.** Once your returned item arrives at our facility, it will be inspected by our team. This typically takes 2 to 3 Business Days. We will email you to confirm receipt of the return and to notify you of the outcome. If the return is approved, your refund will be processed within 5 to 7 Business Days of confirmation. --- ## 8. Refund Timeline Summary To give you a clear picture of what to expect, here is a summary of typical timelines for each type of refund scenario: | Scenario | Timeline After Approval | |---|---| | Cancelled order refund | 3 to 5 Business Days | | Returned item refund (approved) | 5 to 7 Business Days after item received | | Damaged/defective item refund | 5 to 7 Business Days after claim approved | | Lost package refund | 5 to 10 Business Days (after carrier investigation) | | Bank or card issuer posting | Additional 3 to 5 Business Days (outside our control) | Please note that these are estimates, not guarantees. Every financial institution operates on its own schedule, and we have no authority to催促 (expedite) a refund once it has been issued from our end. --- ## 9. Exchanges We do not offer direct exchanges at this time. If you wish to exchange an item for a different size, color, or product, the fastest path is to: 1. Return the original item for a refund (subject to this policy), and 2. Place a new order for the item you want. This two-step approach allows you to get the new item faster than if we were to process an exchange through our system, which currently does not support automated exchanges. --- ## 10. Policy Changes and Updates We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. If we make material changes—such as changes to the return window, restocking fees, or shipping refund terms—we will make reasonable efforts to notify existing customers via email. The version of this policy that is in effect at the time of your order is the version that governs your order. Please do not assume that a previous policy version applies to a new order, or that a policy that applied to a previous order will apply to a future one. --- ## 11. Contact Us If you have any questions, concerns, or disputes regarding this Refund Policy, an order you have placed, or an item you have received, we encourage you to reach out to us before leaving negative feedback or initiating a dispute with your payment provider. Most issues can be resolved quickly and fairly through a direct conversation. **Website:** www.luckht.shop **Email:** mieshakellyshilah@gmail.com **Business Hours:** Monday through Friday, 9:00 AM to 5:00 PM EST (excluding federal holidays) **Mailing & Administrative Address:** luckht 22 West 19th Street, New York, NY 10011 United States We respond to all customer inquiries within 1 to 2 Business Days. We value your business and your trust, and we will do everything we reasonably can to ensure that your experience with us is a positive one. --- *By placing an order with luckht, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy in full.*
