Our Commitment to Service
At Lucy Ann Canada, we are committed to helping our customers. We want you to love what you ordered. If something isn’t right, let us know. We’ll try to help you as best as we can in accordance to our return policy, even if the item has been personalized.
Our Return Policy
We gladly accept returns within 14 days of the ship date, less labour, service and shipping/handling fees. All returns and exchanges require a copy of your original invoice.
Please note that ALL LABOUR, SERVICE AND SHIPPING & HANDLING FEES ARE NON-REFUNDABLE. This includes personalization, soldering, re-polishing, custom/non-stock/rush fees and shipping & handling. Lucy Ann will replace any items that are incorrect or are received defective or damaged upon delivery. We cannot accept returns on items that are damaged or abused from wear, or replace items that have been lost or stolen. Items must be in “like new” condition.
How to make a return
To process your return, please send an email to firstname.lastname@example.org with your invoice/order number and contact information. We will instruct you how to return the item.
Making a change to your order
As soon as we receive your order, we immediately start the process in creating your personalized order. Each Lucy Ann piece is individually hand-crafted, a process that requires many steps and time to create.
If you need to make a change to an order, we will do our best to accommodate your requests. Please be aware that it may delay the promised completion date of your original order.