FREQUENTLY ASKED QUESTIONS

WHERE ARE WE LOCATED?

LUCKY13 headquarters and warehouse are based in Porto, Portugal.

HOW CAN I TRACK MY ORDER?

You can log into your account through our online store and check the fulfilment status of your recent order. 

As soon as your order is fulfilled you will receive an email with a track link.

We ship our orders with DHL EXPRESS, once your order is shipped, you will receive anew shipping notification from DHL EXPRESS. You will also have the option to customize your delivery if it doesn't fit your schedule and decide when and where the delivery takes place. 

I RECEIVED THE WRONG ITEM OR THERE'S AN ITEM MISSING.

Please contact us immediately with the following information:
    1. Order number
    2. The name(s) of item(s) you did not receive
    3. The name(s) of the item(s) you did receive
    4. A photo of the items you received if possible with our logo engraving showing
This type of situation it's unlikely to happen but our LuckyTeam will solve any problem so you can cherish your jewelry.

HOW DOES THE  LUCKY13 GUARANTEE WORK?

We want to provide you the best experience possible when shopping our brand, which is why we offer 1 year guarantee for all our pieces. If your product arrives damaged or has any manufacturing defect within 12 months of your purchase, our guarantee entitles you to a one-time replacement of the piece - free of charge. This warranty is voided under any user damage issues (scratches and accidental breakage).

In the unlikely event of breakage or damage we can fix or replace the item for you for an additional value. Please contact us: info@lucky13official.com

WILL I BE CHARGED ANY CUSTOMS/IMPORT FEES?

There are no customs fee. VAT is included in the RRP if you are buying in UK, EU, Australia, Norway or Switzerland.

The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient's country. Customs policies vary widely from country to country; you should contact your local customs office for more information.
Here's some suggestions to help the process:
    • Providing a phone number where you can be reached by customs when your product arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
    • Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they abandon or return it to the sender.

I ENTERED THE WRONG ADDRESS IN MY SHIPPING DETAILS, CAN I CHANGE IT?

If for whatever reason you have accidentally entered the wrong shipping address, please cancel your order by going on your confirmation email and clicking 'cancel' within 30 min. 

Alternatively, please contact us within 30 minutes to change your details. If your item has already been shipped we cannot change or re-route your product and you will not be eligible for a refund. It is the responsibility of the customer to ensure all details are correct before purchase. We take no responsibility for orders placed at the wrong address. 
Via email: In order to help us prioritise your ticket, please make the email subject line: URGENT ORDER CHANGE [#INSERT ORDER YOUR NUMBER]