Frequently Asked Questions
Will I receive the authentic, exact product I see on the site?
Yes! Lucy’s Gift is an authorized seller of strictly 100% authentic products. What you see is what you get! Guaranteed. Upon receiving any new shipment of products we inspect each one, and personally photograph them prior to offering online. We make every effort possible to show the features of the items (color, textures, etc.) as close to reality as possible. In addition, our expert shoppers and fashion consultants offer their own insights into why they – and our customers – love the product, and how they use it.
Are gift cards available?
Yes! It’s a great way to share Lucy’s Gift with your friends and family. Just click on the gift card option on the main page and follow the instructions given.
Can gift cards be redeemed for cash?
No, gifts cards can only be used as store credit.
How can I get in touch with Lucy’s Gift?
New Order: If you have questions about a product you see on our site feel free to call us between 10:00-5:00 EST at (toll free number TBD). We’ll be glad to help!
Existing Order: If you have questions regarding an order you have already placed, the best place to start is with these Frequently Asked Questions. Chances are, you may find your answer here… That’s why we wrote them for you! If you don’t find your answer here, the best way to initiate a conversation about an existing order with us is online at our Contact Us Page. That provides us with the capability to research your order to answer your question quickly. We’ll be sure to follow up with you promptly.
Do you guarantee the lowest pricing available on every item?
At Lucy’s Gift we make every effort to ensure you receive the greatest value for everything we carry, including great pricing and exceptional service. You’ll find that, in addition to the fact that every purchase you make helps support our mission to help others, our prices are very competitive. In addition, you can be assured that we make great efforts to ensure that each item is brand new, genuine, in perfect condition, exactly as represented on our site, and supported by our 100% satisfaction guarantee. And our service is second to none!
Can I feel safe purchasing online at Lucy’s Gift?
Yes! First of all, your personal information is never sold or shared without your express consent. As far as your financial information, for credit card transactions you must provide the security code number (CVV2) on the back of your card. Since you can only see it if you have physical access to your card, and it will not be saved on our website, that deters hackers. Then, your card information is transmitted to issuers in a form to protect your data in an encrypted form protocol known as “Secure Socket Layer (SSL). You can verify this by clicking on the “padlock” that appears in the address bar of your browser during the checkout process. If we have any indication that an order made on your card may not be genuine, we will contact you to request more information.
Is your pricing and inventory the same online as in your store locations?
Since we receive new inventory every week, and the size of our store boutiques differ, it’s not possible to maintain the exact same inventory on- and offline, or even between stores. But that’s a good thing! If you’re able to stop in to our boutiques we hope you’ll do so often, to both locations, to check out what’s new. But if you’re unable to come in, our online shopping offers a great selection that we’re building out every day. We try to ensure that our pricing always remains the same. However, in the event that you come in to our stores and find something you like offered at a lower price at Lucy’s Gift’s online store, we’ll be happy to extend to you the lower price!
What is the 100% satisfaction guarantee?
We know you’ll absolutely love shopping at Lucy’s Gift. But we also know that sometimes when you order that “something special” online, when it shows up it just “isn’t right” for you. And that’s OK! Because at Lucy’s Gift you’re fully protected by our 100% money-back return policy.1 If you’re dissatisfied at any time during the first 15 days after purchase, simply return all unused, unworn products (in original condition) we shipped to you, and ask for a full refund. You’ll get your money back. That’s a promise! (Please note: Unless you have received the wrong item, original shipping fees are non-refundable, and return shipping costs are the customer’s responsibility).
What forms of payment can I use to make my purchase?
TBD: As you’ll see when you check out, you can pay with any of the following cards: Visa, MasterCard, American Express, and PayPal. We do not accept cash, checks or phone orders.
Do you charge sales tax?
In accordance with the law, New Jersey state residents are charged sales tax of 7%. Customers residing in states other than New Jersey are not charged sales tax.
When is the purchase amount actually removed from my credit or bank account?
Once the bank authorizes payment, you’ll will receive an email confirmation of the order from us. But the money will not be actually removed from your account until we ship the items. This means that if, for any reason, we can’t send any of the items you ordered, there will be no charge to your account for that amount.
Why wouldn’t my credit card go through?
Just like all online shopping, there are several things to check out:
- Have you correctly entered all the information on the card? This is the most frequent reason.
- Is the card expired? Check the expiration date.
- Have you reached the card limit? Always a possibility – check with your bank.
If you still cannot find the answer, please contact your bank to resolve the problem.
How can I ensure my order has been made correctly?
Once you complete your order you’ll receive an email confirmation for it. Read this carefully. If you do not receive one, check your Spam folder to see if it is there – if not, contact our customer service department.
Can I change my order after I get my confirmation email?
After you place your order and receive your confirmation email, your order is already in production. That’s because we process your order to get to you as quickly as possible, and we’re already hard at work on it. But we have you covered, with Lucy’s Gift’s 100% satisfaction guarantee. When your order arrives just return any unwanted, unused items when you receive them and we will automatically refund the cost when they reach us. Check out our refund policy here.
My tracking info shows my package was delivered, but I never received it!
If the tracking information states that your items were delivered but you haven’t received them, you must contact the United States Postal Service or other carrier and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. It’s also a good idea to ask your neighbors in case they received it by mistake. In addition, ask your family, roommates, etc. in case they received it on your behalf. We will do our best to assist you, but Lucy’s Gift does is not responsible for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
RETURNS & REFUNDS
What if I receive the wrong product or a defective item?
Please rest assured we carefully check all items one by one before sending them to our customers. But sometimes things happen! In the event you have received the wrong item from us:
- Contact Us and provide a clear explanation for what you ordered, your order number, the SKU (product) number and a description of what you received instead.
- We will study the case for you with our team and will provide a solution, as follows:
- If we sent you the wrong item we will process your order again and refund you in accordance with our refund policy upon receipt of the returned item. In addition, we will pay for the shipping costs of the returned item.
- If you ordered the wrong item we will process your order again and refund you in accordance with our refund policy upon receipt of the returned item. You will be responsible for the shipping costs of the returned item.
To learn more about our warranty terms and conditions, please check here.
What Is Lucy’s Gift return address?
All returns must first be processed/approved by our customer service team, as described below. If approved, you will be provided with an RMA form containing our return address and return instructions. Returned items without a corresponding RMA form will not be accepted.
How do I return an item?
Please follow the process below for returning your parcel to us:
- Within 15 days of purchase, contact customer service and detail the reason for the return.
- You’ll receive an RMA form containing our return address and return instructions. Returned items without a corresponding RMA form will not be accepted.
- Upon receiving the product back in like-new condition, we will issue a refund within 14 days.
- Note that we recommend you obtain a tracking number when you ship your package back to us, because lost packages without proof of receipt cannot be given refunds.
Can I return products purchased online by visiting one of the NJ boutiques?
Merchandise purchased online should be returned via mail in accordance with our returns policy. Online items cannot be returned in-person at stores.
How will I receive my refund?
Once your refund is approved, it will be refunded to the same payment method you used to make your online purchase. You’ll receive a confirmation email to this effect, including the amount. The time it takes to be reflected in your credit/debit card and/or a PayPal account depends entirely on your issuer/bank.
Do you charge restocking fees for returned items?
No! Items returned in full compliance with our returns policy will never be charged a restocking fee. However, a restocking fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an “un-deliverable” address.
What if the amount of my refund is wrong?
Contact our customer service department, and we’ll quickly resolve the issue.
Can I return an item that is no longer in “like new” condition?
No. We cannot restock any items in not new condition. For hygienic reasons, stockings, socks, earrings, headbands and other hair ornaments (forks, bands, scrunchies etc.) cannot be returned or exchanged if other than completely new condition, including original packaging and tags.
Can I exchange something I received for something else?
No. Since Lucy’s Gift products are in high demand, and often fly off the shelves, we cannot do “exchanges.” That’s because if you send back the item you want to exchange, there’s no guarantee we’ll have what you want at that time. So just return your package by following the normal return procedure described above, and we’ll issue you a refund once we’ve received your return that you can use to buy whatever you want!
Where can I ship my order?
We’re proud supporters of the United States Postal Service (USPS) and ship to the continental United States and Puerto Rico via USPS Priority mail. You can ship to the address you specify when placing your order (your own or another address) or to one of our physical stores, but not to a Post Office box or to another country other than that you place the order in. If picking up in store you can request your package from anyone at the Florham Park store by just presenting a copy of your email order confirmation and ID.
How much is shipping?
We currently offer flat rate, standard shipping anywhere in the continental United States, as well as the ability to pick up in our store located in Florham Park, New Jersey. While we do not provide Express Delivery options online, you may contact us at firstname.lastname@example.org and we will do whatever we can to meet your request.
|DELIVERY CHARGES & SCHEDULE|
|Delivery Charges||Delivery Schedule|
|USPS Priority Mail||
Total order under $25; $4.99
Total order over $25; $7.99
Total order over $75; FREE
|Between 3-5 business days from order confirmation (for shipments to Alaska, Hawaii and Puerto Rico please allow 7-9 business days)|
|Express||Currently unavailable online; please contact us at email@example.com to inquire.|
|In Store Delivery||$2.00||Available next day after order confirmation|
To ensure that your package is properly delivered and you receive shipment promptly, please ensure you enter your address correctly; we do not take responsibility for any incorrect information submitted on your part. If your package is returned to us as “non-deliverable” we will issue you a refund for the net price of your item(s) minus the shipping charges both ways — shipping fees are non-refundable.
If, after placing an order, you refuse the shipment upon delivery, you will be held responsible for the original shipping charges and the cost of returning the package to us. This amount will be deducted from your merchandise refund.
If tracking information indicates that your package was delivered and you have not received it, you must address this with the United States Postal Service. Lucy’s Gift does not hold responsibility for packages that track as being delivered, nor do we issue refunds for such packages. For questions regarding shipping, please contact us at firstname.lastname@example.org.
When will I receive my order?
- Between 3-5 business days from order confirmation for standard delivery in most of the United States; for shipments to Alaska, Hawaii and Puerto Rico please allow 7-9 business days.
- Next day after order confirmation for shipment to a store.
What if I’m not there when the courier delivers the order?
After the courier attempts the first delivery they will leave a note that they attempted to make delivery and will try again. At that time, you can also call them to arrange delivery. After another failed attempt, you’ll receive similar notification. After a third attempt, your order will be canceled, and your item returned to us. It will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to “reship” an order as all returned shipments are processed by our Returns Department.
When ordering do I have to set up an account?
No, you can check out as a guest. However, we greatly recommend that you do set up an account, since this enables us to provide you with the best customer service, and enables you to best keep track of your purchases. It also enables us to notify you when we have great new offerings or promotions that would be of interest to you.
How will I be informed about the status of my order?
We will keep you fully informed about your purchase every step of the way. This includes:
- An e-mail order confirmation right after you make your payment.
- A shipping confirmation email, when your order leaves our store and is on its way to you or any other destination you may have indicated.
- For store shipment, we will send you an email confirming that your order is ready to be picked up.
How can I check the status of my order?
Once you have an account with us you can check your order at any time under “My Account.” The status may be indicated as:
- In progress: confirming you have placed an order and it’s being processed.
- In transit: the item has left our store and is on the way!
- In store: your item is ready for you to pick up in the store (if that was the option you requested).
- In transportation: your order is in the courier’s hands, pending delivery.
- Delivered: your order was successfully delivered.
- Cancelled. Cancellation can result from:
- Any issue with payment processing/banking, an undeliverable delivery address or any kind of fraud.
- After the carrier makes 3 unsuccessful attempts to deliver.
- Or if you chose store pickup, 15 days have passed since you were notified that the item was available for pickup.
For cancellations, the order amount will be refunded, if there was a charge made to the card.
Why am I experiencing problems when entering my payment information?
First, please make sure you’ve input your information correctly. A simple typo can result in your issuer not approving the transaction, and fixing it often corrects the problem quickly and easily.
If you’re sure the information is correct, you may need to contact your bank via the number on the back of the card to ensure there are no problems with your card. After this, please use the contact form on the help page to submit details of any error messages received and we will investigate further.
I placed an order, but never received a confirmation email.
If you do not receive a confirmation email from Lucy’s Gift within a few hours of placing your order, please check your “Spam” folder. If you still cannot find the confirmation email, it’s possible that the email address on file for you may not be spelled correctly. Please contact our Customer Care via email or phone for assistance to ensure your order is processed properly.
I placed an order a while ago and just realized I’ve been getting several emails and missed calls from Lucy’s Gift… what’s up?
In the event we need to verify your order or need to contact you regarding your order we will attempt to contact you via phone or email. After that, if we are unable to reach you, if your order has not been processed we will cancel the order. If you notice a message from Lucy’s gift via phone or email, please call us back as soon as possible to avoid having your purchase cancelled.