Return, Exchange and Refund Policy

Last Updated: July 9, 2026

At Lucky Emma Studio, we want customers to shop with clear and transparent after-sales terms. This Return, Exchange and Refund Policy explains the conditions, time limits, return methods, costs, refund timelines, and procedures that apply to returns, exchanges, refunds, replacements, and order cancellations.

This policy applies to purchases made directly through LuckyEmma.com.

The standard terms below apply to eligible orders delivered to customers in the United States. Customers in other countries or regions may have additional rights under applicable consumer protection laws.

1. Return and Exchange Window

Eligible products may be returned or exchanged within 14 calendar days after delivery.

The 14-day return and exchange period begins on the date the shipping carrier marks the order as delivered. It does not begin on the order date or shipping date.

Customers must contact our customer support team within this 14-day period and receive return authorization before sending any product back.

Requests submitted after the 14-day period may not be accepted unless otherwise required by applicable law.

2. Eligible Product Condition

For a personal-reason return or exchange, the product must meet all of the following requirements:

• The product must be unused, unopened, unassembled, and in resellable condition.
• The original product packaging must be complete and undamaged.
• All accessories, manuals, labels, tags, cards, gifts, and included parts must be returned.
• The product must not show signs of use, assembly, display, wear, washing, alteration, contamination, improper storage, or accidental damage.
• The return or exchange request must be submitted within 14 calendar days after delivery.
• The return must be approved by our customer support team before shipment.
• The product must be sent to the return address provided by our customer support team.

Opening a package only as reasonably necessary to discover a defect, damage, missing part, or incorrect product will not automatically disqualify the product from after-sales support.

Unauthorized returns may be refused or delayed. Please do not send a product back without contacting us first.

3. Defective, Damaged, Incorrect or Missing Items

If you receive a product that is defective, damaged, contaminated, incorrect, incomplete, or materially different from what you ordered, please contact us within 14 calendar days after delivery.

Please provide:

• Your order number;
• The email address used to place the order;
• A clear description of the problem;
• Clear photos or videos showing the issue;
• Photos of the product and its original packaging;
• Photos of the outer shipping box, envelope, or mailer;
• A photo of the shipping label, if available;
• Photos showing all products, parts, and accessories received.

Please keep the original product packaging, shipping box, shipping bag, and other packaging materials until the issue has been resolved. These materials may be required for verification or a carrier investigation.

A complete and unedited unboxing video is recommended for high-value orders, collectible products, missing-item claims, incorrect-item claims, or products damaged during transportation.

However, an unboxing video is not mandatory. A request will not be rejected solely because an unboxing video is unavailable. We will review the photos, videos, shipping information, and other evidence reasonably available.

After reviewing the request, Lucky Emma Studio may provide an appropriate solution, including:

• Replacement;
• Exchange;
• Replacement of missing parts;
• Partial refund;
• Full refund;
• Store credit, with the customer’s agreement;
• Another reasonable solution permitted by applicable law.

If an approved return is required because the product is defective, damaged, incorrect, incomplete, or materially different from the order, the customer must arrange the return shipment using the instructions provided by our customer support team.

After the return has been approved, Lucky Emma Studio will reimburse the reasonable cost of standard tracked return shipping.

The customer must receive approval before purchasing return shipping. Expedited, premium, oversized, or unusually expensive return shipping will not be reimbursed unless approved in advance.

No restocking fee will be charged for an approved product-problem or seller-error return.

4. Returns for Personal Reasons

We accept eligible returns for personal reasons, including:

• Changing your mind;
• Ordering the wrong product;
• Ordering the wrong quantity;
• No longer wanting the product;
• Purchasing the product by mistake;
• Preferring a different eligible product.

The request must be submitted within 14 calendar days after delivery, and the product must meet all eligibility requirements listed in Section 2.

For a personal-reason return:

• The customer is responsible for arranging and purchasing the return shipping label.
• The customer is responsible for all return shipping costs.
• The customer must use a tracked postal or courier service.
• The customer must keep the shipping receipt and tracking number until the refund has been completed.
• Original shipping charges paid by the customer are non-refundable.
• Return shipping costs are non-refundable.
• Customs duties, import taxes, brokerage charges, and fees paid directly to third parties are generally non-refundable by Lucky Emma Studio.
• No restocking fee will be charged.
• No original outbound shipping cost will be deducted from an order that originally qualified for free shipping.

Because the designated return location is in China, international return shipping may cost more than domestic return shipping. Customers should review the estimated return cost before sending the product.

Lucky Emma Studio is not responsible for a return package that is lost, damaged, refused, or delivered to an incorrect address because the customer did not follow the return instructions provided by our customer support team.

5. Exchanges for Personal Reasons

Eligible products may be exchanged within 14 calendar days after delivery.

For a personal-reason exchange:

• The original product must be unused, unopened, unassembled, and in resellable condition.
• The customer is responsible for arranging and purchasing the return shipping label.
• The customer is responsible for the cost of returning the original product.
• The customer is responsible for the applicable cost of shipping the replacement product.
• Any replacement shipping charge will be disclosed before the exchange is processed.
• Exchanges are subject to product availability.

We cannot reserve or guarantee the availability of a replacement product, character, design, color, version, or model while the original product is being returned.

If the requested replacement is unavailable, the customer may choose another eligible product or request a refund for the eligible returned product.

If the exchange is required because of a verified defect, damage, missing part, or incorrect shipment, Lucky Emma Studio will reimburse the approved standard tracked return shipping cost and cover the reasonable standard cost of shipping the replacement product.

6. Blind Boxes and Mystery Products

Unopened blind boxes and mystery products may be returned under the personal-reason return rules, provided they meet all return conditions.

Opened blind boxes or mystery products cannot be returned or exchanged solely because the customer:

• Does not like the character received;
• Does not like the color, style, or design received;
• Receives a duplicate character;
• Does not receive a secret, hidden, rare, or preferred design;
• Changes their mind after the hidden design has been revealed.

The random character, design, color, or style received from a correctly described blind box is not considered a product defect.

However, an opened blind box or mystery product may still qualify for after-sales support when the product is:

• Defective;
• Damaged;
• Contaminated;
• Missing parts;
• Incorrectly shipped;
• Materially different from its product description.

7. Products That Cannot Be Returned or Exchanged

Except when defective, damaged, incorrect, or otherwise required by applicable law, the following products cannot be returned or exchanged:

• Opened blind boxes or mystery products whose hidden design has been revealed;
• Used, assembled, displayed, worn, washed, altered, repaired, or modified products;
• Products without complete original packaging, accessories, manuals, labels, cards, gifts, or included parts;
• Customized, personalized, engraved, or made-to-order products;
• Products clearly marked as “Final Sale” or “Non-returnable” before purchase;
• Products damaged after delivery because of misuse, improper assembly, accidents, improper cleaning, exposure to heat or moisture, improper storage, or normal wear;
• Products returned without prior authorization;
• Products sent to an address not provided by our customer support team;
• Products returned after the applicable return period.

A product will not be considered defective solely because of minor variations in color, texture, paint application, packaging, or appearance that are normal for collectible, handmade, or mass-produced products and do not materially affect the product’s function or value.

8. How to Request a Return or Exchange

To request a return or exchange:

1. Contact our customer support team within 14 calendar days after delivery.
2. Provide your order number and the email address used for the order.
3. Explain whether the request relates to a product problem or a personal reason.
4. Provide relevant photos or videos if the product is defective, damaged, incorrect, or incomplete.
5. Wait for our customer support team to review the request.
6. After approval, follow the return instructions provided by our customer support team.
7. Arrange and purchase the return shipping label.
8. Send the product to the designated return address using a tracked postal or courier service.
9. Keep the shipping receipt and tracking information until the matter has been fully resolved.

Returns are accepted by mail only.

We do not currently accept:

• In-store returns;
• Local drop-off returns;
• Returns sent without prior authorization;
• Cash-on-delivery returns;
• Freight-collect return packages.

Do not send a return to an address shown on the original parcel, product packaging, website footer, business registration page, or payment statement unless our customer support team has confirmed that it is the correct return address.

The approved return address will normally be located in Shenzhen, China, and will be provided after the return request has been reviewed and approved.

9. Return Shipping Responsibility

Return shipping responsibility depends on the reason for the return.

Product problem or seller error

Lucky Emma Studio will reimburse reasonable standard tracked return shipping costs when an approved return is caused by:

• A verified product defect;
• Damage that existed at delivery;
• An incorrect product;
• Missing products or parts;
• A product materially different from its description;
• Another verified error caused by Lucky Emma Studio.

The customer must arrange the return label and receive approval before purchasing return shipping.

Only reasonable standard tracked return shipping costs will be reimbursed unless another shipping method was approved in advance.

Personal-reason return or exchange

The customer is responsible for arranging the return label and paying all return shipping costs when the return or exchange is caused by:

• A change of mind;
• Ordering the wrong product;
• Ordering the wrong quantity;
• No longer wanting the product;
• Receiving a duplicate blind-box character;
• Disliking the randomly received design;
• Another reason unrelated to product quality or seller error.

For a personal-reason exchange, the customer is also responsible for the applicable cost of shipping the replacement product.

10. Restocking Fee

Lucky Emma Studio does not charge a restocking fee for an approved return.

If a product does not meet the return eligibility requirements stated in this policy, the return may be rejected.

11. Inspection of Returned Products

After the returned product arrives at the designated return address, we will inspect it to confirm:

• The returned product matches the original order;
• The product meets the applicable return conditions;
• The original packaging is complete;
• All parts, accessories, manuals, cards, labels, and gifts are included;
• The product has not been used, assembled, altered, or damaged after delivery.

Inspection will normally be completed within 2 business days after the return is received.

If additional information is required, our customer support team will contact the customer.

If the product does not meet the stated return conditions, the return may be rejected. Where reasonably possible, we will explain the reason and discuss available options with the customer.

12. Refunds

After the returned product has been received, inspected, and approved, the refund will be issued to the original payment method.

Customers should receive an approved refund within 10 calendar days after the return has been received and approved.

If the refund does not appear within 10 calendar days, please contact our customer support team. Customers may also need to contact their bank, card issuer, PayPal, or other payment provider.

Refunds are calculated according to the amount actually paid for the product after discounts, promotional codes, coupons, loyalty credits, or other reductions.

Approved personal-reason return

For an approved personal-reason return:

• The eligible product amount will be refunded.
• Original shipping charges paid by the customer will not be refunded.
• Return shipping costs will not be refunded.
• Customs duties and third-party charges will not normally be refunded.
• No restocking fee will be charged.
• No outbound shipping cost will be deducted from an order that originally qualified for free shipping.

Approved defective, damaged or incorrect-product return

For an approved return caused by a product problem or seller error:

• The eligible product amount will be refunded.
• The original standard shipping charge paid directly to Lucky Emma Studio will be refunded where appropriate.
• Lucky Emma Studio will reimburse the approved standard tracked return shipping cost.

All website transactions are processed in USD.

If payment was made in another currency, the final amount shown in the customer’s account may vary because of exchange rates or fees charged by the customer’s bank, card issuer, or payment provider. Lucky Emma Studio does not control third-party exchange rates or payment-provider fees.

13. Order Cancellations

Customers should contact us as soon as possible to request an order cancellation.

An order may be cancelled without a cancellation fee if it has not yet been:

• Processed;
• Packed;
• Transferred to the warehouse;
• Customized;
• Prepared for shipment;
• Shipped.

Once an order has entered processing, packing, customization, or shipping, cancellation may no longer be possible.

If an eligible order has already shipped, the customer may request a return after delivery under this policy.

Lucky Emma Studio may cancel an order when:

• Payment cannot be verified;
• A transaction appears fraudulent or high risk;
• A product is unavailable;
• The shipping address is incomplete or unsupported;
• The customer does not provide requested verification;
• A pricing, stock, technical, or system error has occurred;
• Shipping the product would violate applicable law or carrier restrictions.

If Lucky Emma Studio cancels an unshipped order, the amount collected for the cancelled product will be refunded to the original payment method.

14. Delivered but Not Received

If tracking shows that a parcel was delivered but the customer cannot locate it, the customer should first check:

• The mailbox;
• Front door, porch, garage, or another safe location;
• Reception desk or building management office;
• Parcel locker;
• Family members or roommates;
• Neighbours;
• The local carrier or post office.

The customer should promptly contact the carrier using the tracking number. The carrier may have GPS records, delivery photographs, or additional delivery information.

Customers may also contact Lucky Emma Studio, and we will assist in reviewing the available tracking details.

If the carrier confirms delivery to the address entered during checkout, a refund or replacement is not automatically guaranteed. Each case will be reviewed based on the available information and applicable law.

15. Incorrect Address, Refused Delivery and Unclaimed Parcels

Customers are responsible for providing a complete and accurate shipping address.

If a parcel is returned because of:

• An incorrect or incomplete address;
• Refusal of delivery;
• Failure to collect the parcel;
• Failure to respond to the carrier;
• Failure to pay required import charges;
• Another reason attributable to the recipient;

the customer may be responsible for applicable reshipping or return-to-sender costs.

If a refund is approved after the parcel is returned, original shipping charges and documented carrier return charges may be deducted where permitted by applicable law.

Any applicable charge will be explained before the refund is completed.

16. Customs and Import Charges

International orders may be inspected or opened by customs authorities in the destination country.

Customs inspections, import duties, taxes, brokerage charges, and customs processing times are outside the direct control of Lucky Emma Studio.

If a product is damaged during customs inspection, please contact us and provide:

• Your order number;
• Photos of the product and packaging;
• Any customs notice or inspection document;
• A description of the damage.

We will review the information and provide reasonable assistance.

Import duties, taxes, customs fees, brokerage fees, and other amounts paid directly to customs authorities, carriers, or third parties are generally non-refundable by Lucky Emma Studio unless required by applicable law.

17. Abuse or Fraudulent Requests

Lucky Emma Studio may request additional reasonable verification for repeated, inconsistent, incomplete, or suspicious claims.

A request may be rejected where reliable evidence demonstrates:

• False or altered evidence;
• Product substitution;
• Deliberate product damage;
• Fraudulent payment activity;
• Repeated abuse of return or refund procedures;
• Another form of fraud.

This section does not limit any non-waivable rights available under applicable consumer protection laws.

18. Applicable Consumer Rights

This policy does not exclude, restrict, or replace any mandatory consumer rights that cannot legally be waived.

Where applicable law provides customers with rights that are more favorable than this policy, the applicable legal requirements will take precedence.

19. Contact Us

Please contact us before sending any product back.

Store Name: Lucky Emma Studio
Legal Entity: 深圳衍创文化发展有限公司
English Name for Reference: Shenzhen Yanchuang Culture Development Co., Ltd.
Website: LuckyEmma.com
Customer Support Email: [email protected]
Support Days: Monday to Friday
Time Zone: UTC/GMT+08:00
Support Hours: 9:00 AM–12:00 PM and 1:30 PM–5:30 PM

Please include your order number and a clear description of your request.

The correct return address will be provided after the return request has been reviewed and approved. Do not send products to a business registration address, warehouse address, or address printed on the original parcel without prior authorization.