Customer Service
Delivery FAQ
Tell us promptly if your parcel is delayed, damaged, incomplete or shown as delivered but cannot be found.
We understand that jewellery deliveries require particular care. If something does not appear right, please contact Lucky Jewellery rather than trying to resolve the matter alone with the courier.
We will review the tracking information, delivery records and the evidence supplied, and where appropriate we will open an investigation with the carrier.
Common questions
Answers grouped by topic
Delivery timeframes, holidays & peak periods, shipping fees & regions, tracking, misdelivery, and signing or changing address.
Delivery timeframes
How long UK and international orders normally take from dispatch.
Holidays & peak periods
How festive closures and busy seasons may affect dispatch and delivery times.
Shipping fees & regions
Where we ship and how shipping, duties and taxes are charged.
Tracking your parcel
A simple three-step process: when tracking appears, where to check it, and what to do if it stops updating.
Misdelivery & non-delivery
What to do if the parcel is delivered to the wrong place or does not arrive.
Signing for delivery & changing address
Signature requirements, safe places and address changes before or after dispatch.
Choose the situation that matches yours
Information to include
Contacting us
- ·Full name
- ·Order number
- ·Product name or SKU
- ·Tracking number
- ·Delivery address
- ·Date the problem was noticed
- ·Type of delivery issue
- ·Clear explanation
- ·Photographs or video
- ·Preferred contact method
We only request information reasonably necessary to investigate the delivery issue.
What happens next
After you contact us
- 01We acknowledge your report.
- 02We review the order, dispatch and tracking records.
- 03We may request additional evidence.
- 04Where appropriate, we contact the carrier and open an investigation.
- 05We keep you informed of material updates.
- 06Once sufficient information is available, we explain the appropriate resolution.
The available resolution depends on the circumstances, evidence, product status, carrier findings and applicable consumer rights.
Report a delivery issue
We will personally review your report
Please choose the issue type below and describe what you observed. Include your order number, tracking number and the date you noticed the issue.
You can attach photos or a short video of the parcel, label and any damage — this helps us investigate faster.
Nothing on this page excludes or restricts any statutory consumer right or remedy.