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Frequently Asked Question


General Questions



1. Why didn't I receive the 40% off coupon when I registered?

The code is “40%OFF”. And this code is only for your first order on LUCLUC.com.

2. Will LUCLUC restock sold-out items?

If the item still appears at LUCLUC.com, then we will probably get it back in stock. Normal restocking time is one week, but there are exceptions. Please check back in one week.

3. Why there are so many single-size products?

One size or Free size means the products fit most people. Our single-sized items normally fit people who wear sizes M and L (Medium and Large, respectively). Item sizes are described in as detailed a way as possible. You can check size information by clicking "SIZE GUIDE".

4.Is the item I want going to go on sale soon?

Unfortunately, LUCLUC.com does not know if an item will go on sale or be marked down until it actually happens. It is possible for different colors within the same style to have different prices. For instance, if a blue suit is selling better than a yellow one, one might discount the yellow suit to boost sales.
The best way to catch a great sale would be to visit the sale page.


Payment



1.How can I pay?

We accept Paypal and credit cards such as Visa, Mastercard, American Express, Discover, and JCD are accessible to payment. Before you pay for your order, please make sure you have an available balance and check the information you typed (Common problems include incorrectly spelled name) .If everything seems to be correct, please contact your card issuer.

2. What is a PayPal account?

PayPal account is an email address which is associated with your PayPal account. You can set up a PayPal account through PayPal.com if necessary.


Shipping 



1. I still haven't received any notice regarding my recent purchase. How can I get shipping information?

It will normally take us 3-5 business days to ship items. As soon as we have your package shipped out, we will send you an email containing the tracking information.

2. Are there any customs taxes for packages shipped internationally?

In general, regular mail to most countries will not incur custom taxes. We cannot guarantee that no taxes will be charged. If you have been charged, pleas feel free to contact us and we will try to help. If you choose express shipping to locations other than: USA, Canada, Australia, and Singapore, Saudi Arabia, Mexico, and UK, there will be a big possibility that express shipping will cause customs taxes. Customs taxes associated with orders that use express shipping will not be normally paid by LUCLUC.

3. How can I deal with my package if I do not want it because of the customs taxes?

We would appreciate if you can contact the local customs tax office. If you do not retrieve the package, your package will be shipped back to Singapore, and we will be unable to retrieve it. If you are charged custom taxes, please send us a picture of the receipt, and we will offer you an appropriate compensation.

4. I was noticed that my package has been detained by customs. What can I do?

Regular Shipping: If your package was shipped with regular shipping, please contact the customs office to check what files they need to help it clear. Then you can contact us to give you the relevant files.
Express Shipping: If your package was shipped with express shipping, the situation should be handled between the customs office and the express shipping company. Or you can send an email to service@lucluc.com, we will try our best to help you.

5. How much time till I receive my order?

LUCLUC is not able to change delivery speed of the shipping company. Each order should have an associated tracking number (or even 2 or more if your order is shipped separately). If you have not received your package in due time, please feel free to contact LUCLUC Customer Service.
(1). For free shipping you are expected to get your package in 5-20 business days from we ship your package out. 
(2). For express shipping, you are expected to get your package in 3-5 business days from the date the order is shipped.

6. Why didn't I get an email about my order being shipped.

Sometimes it is because of the problem with the email sender. It will normally take us 3-5 business days to prepare orders for shipping. If you have not received an email about shipping 7 days after you placed the order, please contact LUCLUC Customer Service.

7. The tracking service has not been updated for a long time. What can I do?

Free Shipping: If the tracking service has not updated for at least 10 days, contact LUCLUC Customer Service, we will offer you an appropriate solution. Express shipping: If there has been no update for 5 days, please get in touch with our customer service team. Sometimes, packages are stuck during delivery because of unexpected circumstances.

8. The tracking service shows that the attempted delivery of my package was unsuccessful, (or my package has been returned back to sender). What can I do?

Contact our customer service asap. Your package may have been sent back to us because the deliveryman was unable to reach you, or there was an error with the shipping address. We will offer you an appropriate solution according to your situation.

9. The tracking service shows that my package has been delivered, but I did not receive anything. Why is this?

Please ask your neighbors if they have signed for your package.  Check for your package at your local post office. Remember to bring your ID!  If you still cannot find your package, please do not hesitate to come back to LUCLUC Customer Service.


Return



1. How can I return something?

Read LUCLUC's Return Policy carefully. 
Contact our customer service (we recommend via email: service@lucluc.com) to let us know the reason for your return and which items you would like to return back.  We will provide you with a RMA number and the return address via email. We will also tell you how to process the return in the email.

2. Can I have a full refund for the return?

We will provide a full refund according to the terms in our return policy. In general, we try to be as flexible as possible on refunds, however please note that the customer is responsible for return shipping.

3. Can I ship my return by regular shipping, since express shipping is so expensive?

You can return your package either by regular shipping or express shipping. We do not care if there is a tracking number or not. We recommend returns go through local post office. This should ensure that your package arrives safely.

4. The item I received is not what I expected, because it looks different from the picture on your website?

Some common reasons why items look different:
(1). Color: Different computer screens create color differences
(2). Shape: Items look different on the flat computer screen than in real life. Please try it on to see if it works for you. 
(3). If you are still not satisfied:Contact LUCLUC customer service.

5. Can I exchange the item I received for a bigger/smaller size?

Exchanges are not available. Please refer to our return policy for information about how to return your item.

6. When will I get my refund?

Normally, refunds are completed 7 business days from the day we promised to handle your refund. Please note that orders places with credit cards through PayPal may experience additional delays, as the money needs to be transferred between those parties.

7. Can LUCLUC provide my refund directly to my credit card (not through PayPal to my credit card)?

All refunds are process through PayPal.
(1).If you used a credit card to place your order, your refund will be processed through PayPal, and back to the original credit card used. 
(2).If you place the order more than 55 days, you have to provide a valid PayPal account. In general, we only need the email address which is associated with your PayPal account.


Cancellation



1.How do I cancel my payment?

Your order begins processing immediately after you click "Place Your Order" on the "Confirm and Submit" page. Our processing time is about 3-5 business days. During processing time it may be possible to cancel your order, but once you received your tracking number by email, it cannot be canceled. If you have changed your mind about the order and it is too late to cancel, you can return any unwanted items in accordance with our free return policy.


Privacy & Security



1. What information do we collect?

Consumer Information
We receive and may keep information voluntarily given to us when you decided to make an LUCLUC purchase, apply for an Paypal account, register on LUCLUC.com, take part in a special promotion, or provide any other information or unique
preferences to better serve you. This information may include:
· Your name, address and phone number
· Your e-mail address
· Your Paypal address once you placed an order
Any other information that LUCLUC may voluntarily collect from you from time to time on its website or through alternate means. It might also include information you provide us about other people. For example, you may provide us with some of the same information as above (name and address) for a merchandise gift recipient. When you provide us with personal information about the intended recipient of a shipment, we use that information for the purposes of processing the shipment and, in some cases, to communicate with the intended recipient to provide information pertaining to the status of the shipment. We rely on you to obtain the intended recipient's consent to our use of their personal information for these limited purposes.
Use of Cookies and Other Technology
We want you to be aware that certain online tools exist to help us serve and recognize you when you visit our website. For your convenience, to help us better serve your needs, we may receive and store some of your information when you visit our website at your first time.

2. Once information is received, how is it used and/or shared?

Only Within LUCLUC
Information we collect from you may be shared between all points of contact only within LUCLUC. We use this information to offer you special offers, new products, and services
· Provide you with timely and reliable fulfillment of requests
· Deliver merchandise and services that you purchase online
· Register you on LUCLUC.com
· Facilitate payment for your purchases
· Confirm your orders and delivery information
· Respond to your customer service inquiries or requests
·Administer giveaways, contests, similar promotions
· Find and stock the products you want
Email Usage
The email address you provide for order processing, will only be used to send you information and updates pertaining to your order. If you decide to opt-in to our mailing list, you will receive emails that may include company news, updates, related product or service information, promotions, etc. However, you may opt-out at any time by sending an email to service@lucluc.com. We will delete your email address from our mail list manually.
Retention of Personal Information
LUCLUC retains your personal information for as long as necessary to fulfill the purpose(s) for which it was collected and to comply with applicable laws. Your consent to such purposes(s) remains valid after any termination of our relationship with you.
LUCLUC.com has put in place security measures to protect the loss, misuse, or theft of information under our control. All transactions are protected by McAfee and VeriSign, the world-renowned online security company, ensuring as far as possible that every transaction is 100% safe.

3. What if I hit a link to another site from LUCLUC.COM?

Our website may offer links to other sites. Other sites have their own terms of use and privacy and security policies. LUCLUC is not responsible for how such third parties collect, use or disclose your personal information. If you choose to visit one of these sites, you may want to review the policies that govern that particular site.

4. About newsletter

When you register, you will be given the option to opt-out of subscribing to our regular update service. LUCLUC reserves the right to inform registered users and consumers of order information, sales promotion and other notification services via email service@lucluc.com. If you don't want to receive emails from LUCLUC, please unsubscribe in newsletter in "my account" or click "unsubscribe" button in your email.