At Lucky Emma, we want every order to arrive safely and smoothly. This Shipping Policy explains how we process orders, estimated delivery times, tracking updates, and how we assist if a shipment is delayed, lost, returned, or damaged.
Order Processing Time
Orders are processed from Monday to Friday, excluding weekends and public holidays.
Most orders are processed within 2–7 business days after payment is confirmed.
During holidays, product launches, promotional events, or peak seasons, order processing may take slightly longer. If your order contains pre-sale, customized, or made-to-order items, the processing time may follow the product page description.
If your order includes multiple items, they may be shipped separately depending on stock availability and logistics arrangements.
Estimated Delivery Time
Once your order has been shipped, standard international delivery usually takes 10–20 business days.
Estimated delivery time begins after the package has been shipped and does not include order processing time.
Delivery time may vary depending on the destination country, customs clearance, local carrier operations, weather conditions, holidays, and other factors outside our direct control.
During peak seasons such as Black Friday, Cyber Monday, Christmas, New Year, or major local holidays, delivery may take an additional 3–7 business days.
Shipping Confirmation & Tracking
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number.
You can track your package here:
Please note that tracking information may take a few business days to update after the package is handed over to the carrier.
If your tracking information has not updated for several days, this does not always mean the package is lost. International shipments may experience temporary tracking gaps while in transit, during customs clearance, or while being transferred between carriers.
Shipping Countries & Regions
We currently ship to many countries and regions worldwide, including but not limited to:
United States, Canada, United Kingdom, Australia, France, Germany, Italy, Spain, Japan, South Korea, Singapore, Malaysia, Philippines, Thailand, Vietnam, and selected European countries.
Some remote areas, islands, military addresses, PO Boxes, or regions with limited carrier access may require additional delivery time or may not be supported.
If we are unable to ship to your address, we will contact you as soon as possible. If your order has not been shipped, we will arrange cancellation and refund.
Shipping Fees
Shipping fees, if applicable, will be displayed at checkout before payment.
Any free shipping offer, promotional shipping rate, or shipping discount will be subject to the terms shown on the website at the time of purchase.
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges required by the destination country.
These fees are determined by local customs authorities and are the responsibility of the customer.
Customs clearance may also cause delivery delays. Lucky Emma does not control customs decisions, processing speed, or import fee calculations.
Address Accuracy
Please make sure your shipping address is complete and accurate before placing your order. This includes your full name, street address, apartment or suite number, postal code, phone number, and any delivery instructions required by your local carrier.
If you need to update your shipping address, please contact us within 24 hours after placing your order.
We will do our best to update the address before the order is processed or shipped. However, once a package has been shipped, we may not be able to change the address or redirect the shipment.
Lucky Emma is not responsible for delivery failure, return, or loss caused by incorrect, incomplete, or inaccessible shipping information provided by the customer.
Delivery Delays
We understand that delays can be frustrating, and we will do our best to help you check the shipment status.
Delivery delays may occur due to customs inspections, weather conditions, holidays, strikes, carrier disruptions, incorrect delivery information, remote-area delivery limitations, or other circumstances beyond our direct control.
If your package is delayed, please contact us with your order number and tracking number. We will help review the tracking status and provide available updates.
If there is no valid tracking update for more than 45 days after shipment, we will review the case and may offer a suitable solution, such as a replacement or refund, depending on the shipment status and carrier investigation result.
Lost Packages
If your package appears to be lost, please contact us with your order number and tracking number.
We will help check the shipment status with the logistics provider. If the carrier confirms that the package is lost, or if the package has no valid tracking update for more than 45 days after shipment, we may offer a replacement or refund after review.
Please note that we may not be able to offer a refund or replacement if the package is marked as delivered by the carrier and the delivery address matches the address provided at checkout. However, we will still help you review the case and suggest possible next steps with the local carrier.
Damaged Packages or Items
We carefully pack each order before shipment. If your item arrives damaged, please contact us within 7 days of delivery.
To help us review the issue quickly, please include:
- Your order number
- Photos of the damaged item
- Photos of the outer package
- Photos of the shipping label
- A brief description of the issue
After reviewing the information, we may offer a replacement, refund, partial refund, or another suitable solution depending on the situation.
Minor dents, scratches, or wear on the outer shipping box or product packaging may occur during international transit. If the product itself is not damaged, this generally does not qualify for a refund or replacement.
Failed Delivery, Redelivery & Returned Packages
A package may fail to be delivered or may be returned due to reasons such as:
- Incorrect or incomplete shipping address
- Missing apartment, suite, or unit number
- Recipient unavailable
- Package refused by the recipient
- Unpaid customs duties or import fees
- Failure to collect the package from the local carrier
- Local delivery restrictions
- Remote-area delivery limitations
If redelivery is available, we will do our best to assist you. Additional shipping fees may apply depending on the carrier’s policy.
If a package is returned to us, we will contact you to discuss available options. Depending on the situation, we may arrange reshipment or issue a refund after deducting any non-refundable shipping fees, return fees, customs-related costs, or carrier charges.
If a package is destroyed, abandoned, or held by customs or the local carrier due to unpaid fees, refusal, or failure to collect, we may not be able to offer a refund or replacement.
Packages Marked as Delivered
If the tracking information shows that your package has been delivered but you have not received it, please check the following first:
- Your mailbox, front door, porch, reception desk, parcel locker, or building management office
- Your family members, roommates, neighbors, or doorman
- Any delivery notice from the local carrier
If you still cannot find the package, please contact your local carrier as soon as possible and provide the tracking number.
You may also contact us, and we will help review the tracking information. However, if the carrier confirms successful delivery to the address provided at checkout, Lucky Emma may not be able to issue a refund or replacement.
Signature Requirement
Some orders may require a signature upon delivery depending on the order value, destination country, carrier policy, or local delivery requirements.
Please follow your local carrier’s delivery instructions to avoid delivery failure or return.
Order Splitting
For orders containing multiple items, we may ship items separately due to stock availability, warehouse arrangements, or logistics requirements.
If your items are shipped separately, you may receive more than one tracking number.
Contact Us
If you have any questions about your shipment, please contact us with your order number and tracking number.
Our customer support team will do our best to help you track your package and resolve shipping-related concerns.