FAQs

  1. luckandice.com is a secure website.

Yes. All transmitted information is protected using standard internet protocols (SSL). luckandice.com does not store credit card or debit card information.

 

  1. Is the locket box openable?

Yes. You can add or change charms in the locket box for different occasions.

 

  1. Do you offer matching customization services?

Yes, we are happy to assist you in matching the perfect gift. Our customer service can provide you with useful matching suggestions. We offer this as a complimentary service; you just need to contact our customer service team.

 

  1. My birthstone is not round. Is that normal?

All our gemstones are carefully selected based on their organic shapes, including slices and rough cuts. They are not perfectly round. Our gemstones are also chosen based on their natural color depth, meaning they may sometimes have inclusions. This is due to the way the stones are formed underground.

 

  1. Can you customize charms?

Yes. Please click on the 'Share with us' section to learn about customizing charms. We will collect your story and select 5 each month to create charms exclusively for you. The usual delivery time is six to eight weeks.

 

  1. How many charms can fit in your locket box?

We recommend small lockets to hold 1-2 charms, medium lockets to hold 2-3 charms, and large lockets to hold 4-5 charms.

 

  1. If a product is out of stock, can I add it to a wish list for tracking?

You can go to the product page and click the "Notify me when available" button to add yourself to the waitlist for sold-out products. Once the product is available for purchase again, we will immediately send you an email notification.

 

  1. Can coupon codes be used with any other promotions simultaneously?

No, unless otherwise stated, coupon codes cannot be used with any other promotions, discounts, or offers.

 

  1. What is your return policy?

All orders, except for promotional items and earrings, are eligible for return/exchange within 30 days and a full refund with proof of purchase. Return shipping fee is not included. Discounted items are non-refundable. Returns will be processed within 5-7 business days after delivery and receipt.

 

  1. Can orders be changed or canceled?

For custom orders, once placed, orders cannot be changed or canceled. This is because our team processes your order right away. For non-custom orders, changes or cancellations can be made if the order has not yet been fulfilled.

 

  1. How to change the shipping address?

If your order has not yet been fulfilled, please contact us, and we can change the address for you.

 

  1. What is your privacy policy?

You do not need to provide any personal information to use luckandice.com. However, when you create an account on luckandice.com, we will collect necessary information related to the invoice and shipping for your orders. Luck and Ice will only share your personal information when legally necessary for processing your order: with bank partners, shipping partners, etc.

 

  1. Does my order require payment of customs duties or taxes?

Domestic Orders (within the U.S.)

Domestic orders may be subject to sales tax and state tax. These taxes are calculated based on the state or province of the delivery address and are included in the final price of the order before completing payment. If you decide to return any items from the order, you will receive a refund for the cost of the item and any applicable tax paid.

 

  1. How to contact customer service?

Send an email to contact@luckandice.com.