1. Introduction

1.1. Lucky Star Design Emporium (“LSDE”) strives to ensure your satisfaction with every purchase made through our Website. This Returns & Exchanges Policy outlines our commitment to facilitating smooth returns and exchanges processes to guarantee a hassle-free shopping experience for our valued customers. 

1.2. Please read the following guidelines carefully to understand how returns and exchanges are handled. 

2. General Returns & Exchanges

2.1. Our returns policy lasts for 30 days. Once the 30 days period has expired, from date of purchase, unfortunately LSDE cannot offer a return or exchange. 

2.2. To be eligible for a return, your item must be unused and in the same condition that you received the item in. The item must be in the original packaging and any items sold with a promotional gift must be returned with the promotional gift. 

2.3. The following items cannot be returned or exchanged: 

• Earrings; 

• Underwear; 

• Swimwear; 

• Socks; and 

• Sale or discounted items. 

2.4. To complete your return, we will require an original order confirmation or gift receipt for proof of purchase. 

2.5. Returns may be processed by sending the goods to our online store via courier (address provided). 

2.6. The actual courier costs incurred for any general returns or exchanges will be for your (the Customer’s) account. LSDE can arrange the necessary returns collection on your behalf. If you wish to use this option, please send your request to orders@lsde.co.za. 

2.7. Once your return has been received, we will send an email notifying you. 

2.8. If your return is approved, then your refund will be processed, and a LSDE credit/gift voucher will automatically be sent to you (or applied to your original method of payment if that is your preference). 

2.9. If your return is rejected, the returned goods may be collected (at the address in clause 4.1 below) or return shipped to you at your cost. Please note important information relating to shipping costs and refunds below.

3. Defective or Damaged Returns 

3.1. At LSDE we work very hard to ensure the quality of all out products. However, we recognised that sometimes a particular item may not measure up to our standards (or yours). 

3.2. If you purchased online and need to exchange a defective or damaged item, please send us an email at orders@lsde.co.za describing the defect and providing photo evidence of said damage or defect. 

3.3. If appropriate, LSDE will arrange for the collection of the defective item, via one of our courier service providers. Once the defective item has been processed, LSDE will arrange for the re-delivery of a replacement item to you. 

3.4. Only items that have been defective or damaged will qualify for replacement and any associated delivery costs will be covered by LSDE. 

4. Shipping and Associated Costs 

4.1. When returning your item, your package should be addressed to: LSDE/KE, A14 Augusta Mews, 52 Dartford Drive, Cape Farms, Parklands, 7441. 

4.2. If you wish LSDE to arrange the necessary returns courier, please send your request to orders@lsde.co.za. 

4.3. The original outbound shipping costs are non-refundable. 

4.4. If your request for a refund has been approved, the cost of the return courier shall be deducted from your refund (if your return falls under “General Returns and Exchanges”). 

4.5. If your request for a refund has been approved and the returns falls under “Defective or Damaged Returns”, then your will be refunded the amount that you paid for the item, in the form of a voucher or gift card, or applied to your original method of payment if that is your preference. 

4.6. Processing and return collection times are dependent on the location of your return/exchange collection points. 

5. Late or Missing Refunds 

5.1. Please note refunds take 2 – 5 business days to be processed to your original payment method. 

5.2. If you have not received your refund after 5 business days, please contact us at orders@lsde.co.za. 

6. Sale and Discounted Items 6.1. Only regular (or full) priced items may be refunded, unfortunately sale items cannot be refunds. 

7. Complaints 

7.1. For any complaints or inquiries, we have established dedicated email addresses: 

• info@lsde.co.za: For general inquiries and website-related issues.  

• orders@lsde.co.za: Specifically for order-related complaints and inquiries. 

7.2. Our commitment to resolving your concerns: 

• Complaints will be acknowledged within 24 hours of receipt with an automated response confirming receipt. 

• Initial assessment of the complaint will be conducted within 48 hours to determine its nature and severity. 

• Resolution efforts will be initiated immediately, with regular updates provided every 2-3 business days. 

• Simple issues should ideally be resolved within 3-5 business days, while more complex issues may require up to 14 business days for resolution. 

7.3. Customer information related to complaints will be securely stored and used solely for the purpose of resolving the complaint efficiently, in accordance with our Privacy Policy.