If an item never gets delivered or is damaged, please first submit a
service request with the shipping provider to better understand the situation and possibly get insurance coverage. This can take 1- 2 weeks. From there, the Lucky Sweater team can help you work with the shipping provider and reach out if there are delays on response times. If no insurance coverage is available through the shipping provider, we can work with you directly on a full or partial refund for the secondhand value of the item.
If an item is significantly not as described, as confirmed by the Lucky Sweater team, the Lucky Sweater team will assist you with a refund and return shipping costs coverage where the item is returned to the original owner and a refund is made. Lucky Sweater will work with the involved parties to resolve the issue. The Lucky Sweater and community moderator teams work hard to have all item listings be detailed, clear, and represent the item fully.
Should accounts be in violation of misrepresenting items, we may send an email warning or take temporary or permanent action on this account’s privileges. You can read more about this in our
Community Guidelines.
We’re here to ensure you have smooth and successful purchases on Lucky Sweater!