Before contacting us please see if your question is already covered by our FAQ. For any questions regarding our products or your order, please fill out the form below and you should get a response within two-three business days. If you are emailing about your order, please make sure to include the email address used when purchasing and the order number in the message.
Thank you!
I’VE MADE A MISTAKE IN MY ORDER. CAN YOU CHANGE IT?
It may be possible to cancel an item(s) or change it to a different size depending on the status of your order. Please note, we are unable to accept any cancellation or modification once an order has been dispatched. We pack and ship orders daily so cannot guarantee your requests can be made.
If you need to make any amendments to your purchase please contact us as soon as possible.
CAN I CANCEL MY ORDER?
We can’t make any guarantees, but if you contact us ASAP, we will try and cancel your order before it’s been shipped.
Unfortunately, once your order has been processed by our warehouse, you will not be able to cancel it. Please make sure that you’re 100% happy with your order before completing your purchase.
Once your order is shipped, you will receive an email notification with your tracking information. Sometimes a Tracking Number e-mail can get in the Spam Folder. Please check your spam folders too, in case you have not received a Tracking Number e-mail within 12 days.
You can track your order directly from our website here.
**Some orders may be sent in multiple parts, you will receive multiple dispatch emails if your order has been split shipped.
We sincerely apologize if the item received is not the item that was chosen within your online cart.
On the rare occasion that this may happen, we ask you to please contact us as soon as possible with the following information:
Order Number (starts with a # in your confirmation email).
Details of incorrect item received.
Name of the item not received.
Photo of the all item(s) received.
We hope this never happens!
But in the unfortunate event that you have received a faulty item from us, please contact us promptly with the following information:
Order Number (starts with a # in your confirmation email)
A photograph of the faulty item
Description of the issue
Photo of the all item(s) received.
**Some orders may be sent in multiple parts, you will receive multiple dispatch emails if your order has been split shipped.
In rare cases your tracking number may show your package as ‘Delivered’ when it is still ‘In transit’ or delivered to an alternate location. We recommend looking out for an “Attempted Delivery’ notification or card left by the courier at your address.
In the circumstance that your order shows as delivered but hasn’t been received, we would recommend taking three steps before reaching out to us:
Checking your secure/safe locations around your address, such as porches, sheds, behind the gate/bin or anywhere that a delivery driver may have found access to.
Checking with your nearest neighbour(s) who may have kindly accepted the parcel on your behalf.
Checking at your local post office/pick up point by taking your ID and tracking number with you.
If all of the above has been carried out and you have still not been able to retrieve your parcel, please get in touch with us at contact@theluckylabel.com so we can find a solution as soon as possible for you.
