FAQ/Info

Are online transactions secure?

Unique Gifts by Lucy assures that all transactions conducted online are completely secure. Our website uses secure socket layer (SSL) certification. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records.

Can I return personalized items?

Items personalized as per order cannot be returned. Please submit personalization information exactly how you would like it to appear on the items. If you receive your items and believe there is an error with the personalization or engraving, you must contact us within 7 days of receiving the items in order to be eligible for a replacement and/or refund. In the unlikely event a personalized item was incorrectly processed, we will replace the items at no additional charge or issue a refund for the purchase price of the item.

What is your return policy?

We guarantee the products we sell 100%. If you are not completely satisfied, we will accept exchanges and returns within 30 days of shipment. No returns will be accepted without prior approval. Full credit for the return will apply only to the purchase price of the product. Shipping and processing charges will not be refunded. Personalized and any items with customization are non-refundable (see below). If your item arrives damaged, you must contact us within 7 days to initiate the return or replacement process. 

What if my items arrived damaged?
Please inspect all items carefully when you receive your order. If there is any damage, please contact us within 7 days of receiving the items to initiate the return or replacement process. Please note: candles that may have been damaged during shipment due to exposure to high temperatures are non-refundable.

What other items are non-refundable?
Items that are not returned in original condition and packaging, items damaged in the return shipment, digital downloads, software, disposable cameras, edible products, monogrammed or personalized items, items with custom select ribbon colors, and apparel cannot be returned unless defective.

How do I process a return?

You must contact us and provide your order number, name, item(s) you wish to return, and the reason you want to return them. After receiving your request, we will provide you with a Return Authorization Code (RAC) along with the appropriate address to return your items. A Customer Service representative will outline the details and help you with the process.

All returns must be repackaged in the original shipping carton including packing materials and contents, and shipped to the address provided by our Customer Service department. At times, we may require a specific shipper (USPS, UPS, FedEx) to be used for return shipments. IMPORTANT: You must return your items to the exact address provided to you by our Customer Service department. Items delivered to the wrong address and lost packages will not be refunded, so please be sure to follow the instructions provided to you carefully.

All returned items must be received within 14 business days of issuing the RAC number. Any packages returned without the RAC number or returned more than fourteen(14) days after RAC number was issued, will not be accepted. Unaccepted items will be returned at the sender's expense and another RAC will have to be issued. Return shipping costs are not refundable.

Do you charge restocking fees?

We do not charge a restocking fee on most of our products. A restocking fee of 15% may apply on certain items. If you would like to know if an item would incur a restocking fee, please contact us.

How long before I receive my refund?

Refunds on orders that have not shipped will be issued within 3 business days. For product returns, we will issue a credit within 3 to 5 business days after we receive your returned package and inspect the items. Please allow sufficient time for your banking institution to process the credit to your account.