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 requestes 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 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 receive all the samples you request, but, depending on availablility, we will do our best to accomodate 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.

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


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 >