Order Help

What is your return policy?
Unfortunately, we are unable to offer replacements/refunds/or exchange products due to system limitations. However, for any defective or damaged product we are happy to review your case on a 1-1 basis.

I’d like to place an order, can I give you my information?
Unfortunately we are unable to take orders over the phone. Orders can be placed online at https://shop.luckycharms.com.

Can I cancel my order?
Due to shipping timeframes, we are often unable to do so, however you can refuse delivery. If a delivery is refused, please contact us with your order #, once we see the item is in transit back to us we can issue a refund.

Where do you ship?
US Only – US territories NOT included.

Can I change my address?
To protect our customers, after an order has been placed, we’re unable to change the shipping address of a package to alter its delivery, and the order will only ship to the address provided at checkout. If you’d like to change the address on your order, please contact the shipping company once you receive your tracking information.

When can I expect my order?
Once your order ships, you’ll receive a separate shipping confirmation email with tracking, please be sure to check your spam filter if you do not see it. Delivery timing will depend on location so please allow 7-10 days for standard deliveries. We process orders seven days a week, but items are shipped Monday – Friday.

I placed several orders, can I have them combined and shipped to the same address?
We are unable to combine shipping on separate orders.

I’d like to ship my order to separate addresses, is this possible?
We are unable to ship single orders to multiple addresses, and a separate order will be needed for each address.

My order arrived damaged. What can be done?
We’re sorry to hear your order arrived damaged! If you could please email us at d2c.shops@genmills.com and provide images of the damaged item, the order number and the email address you placed the order from we’ll be happy to see what we can do for you.

My order shows as delivered but I didn’t receive it?
Sometimes delivery companies will mark an order as delivered when the package is still in transit. We ask that you check areas around your home and wait for 3 days, if you still haven’t received your package, please contact us with order # and email and we’ll see what we can do.

I didn’t receive my package tracking number.
Sometimes order confirmation emails will end up in your spam or junk email folders. If you’re still unable to find the email, please provide your order number, shipping address and the email address the order was placed under and we’ll be happy to investigate that for you.