Return, Exchange and Refund Policy

1. Report a Product Issue

If you receive a defective or problematic product, please contact our customer service team within 7 days of delivery and provide:

  • Clear photos or videos that show the issue;

  • The original product packaging, shipping box, and shipping bag (all three are required for after-sales processing).

We need valid information from these three types of packaging to handle after-sales issues. Please remember that the absence of this information may prevent us from providing after-sales service.

2. Return & Exchange Policy

If the return or exchange is requested for personal reasons (not related to product quality issues), all shipping costs must be covered by the customer. For items marked as “free shipping” at purchase, the actual original shipping cost will be deducted from the refund. We will issue a refund within 2 business days upon receiving the returned items, provided they are unopened and in resellable condition. Refunds cover the product amount only and do not include shipping fees.All refunds are based on the actual amount paid by the customer. Discounts, coupons, or promotional values are not included in the refund.

3. Currency and exchange rate differences

All transactions are processed in USD; refunds will be converted based on the exchange rate at the time of processing;

4. Order Cancellations

We will not cancel orders without just cause, except in the following circumstances:
The order is identified as fraudulent or high risk;
The payment fails or is invalid.
Other Important Information

5. Delivery Disputes

If the tracking status shows ‘Delivered’ but you have not received your package, we completely understand your concern. We are committed to actively assisting you in working with the carrier to investigate and locate your package as soon as possible

6. Customs Inspection Instructions

If your package is opened during customs inspection, please understand that this is an uncontrollable part of the shipping process. As the inspection is conducted independently by customs authorities, if any damage occurs during this process, please contact us promptly and we will do our best to assist you

7.Terms

To ensure fair and efficient after-sales service, customers must comply with the following conditions when reporting issues such as damage, missing items, or contamination:

  1. A full, unedited unboxing video is strongly recommended, clearly showing:

    • The sealed package before opening;

    • The entire unboxing process;

    • Each item being taken out and inspected;

  2. If no video is available, clear photo evidence must be provided, including:

    • The external packaging (with shipping label visible);

    • The product packaging and damaged areas (from multiple angles);

    • All items in the order (if applicable);

  3. Without such evidence, we may not be able to provide full after-sales support;

  4. For accounts with repeated after-sales claims or suspicious activity, Lucky Emma reserves the right to request additional verification or decline the claim.

If you have any questions, please contact us at:
[email protected]