Returns & Refunds
1. Our approach
We want you to feel confident shopping for shoes at Luckeroz. This policy explains the legal cancellation right for online consumer purchases, what happens when shoes are faulty, and how refunds are handled.
Luckeroz is operated by JUYI CALTON LTD. You can reach us at info@luckeroz.com or +44 7981 811327.
2. Your 14-day right to cancel
If you buy shoes from us online as a consumer, you normally have 14 days after receiving the goods to tell us that you are cancelling, without having to give a reason. If one order contains several items delivered separately, the period normally runs from receipt of the last item.
To exercise this right, send a clear cancellation statement to info@luckeroz.com. Include your name and enough order information for us to identify the purchase. You may also use the optional cancellation form at the end of this policy. You do not need to obtain our approval before exercising your legal right to cancel.
3. Sending shoes back
After notifying us of cancellation, you normally have a further 14 days to send the shoes back. Please contact us for the correct return routing instructions before posting the parcel. Our registered office is a company correspondence address and should not be assumed to be the returns destination.
Please pack the shoes with reasonable care to help prevent damage in transit. Trying on shoes as you would in a physical shop does not remove your cancellation right. However, if an item has been handled beyond what is necessary to establish its nature, characteristics and fit, the law may allow a deduction for any resulting loss in value.
4. Return delivery costs
For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods unless we agree to cover it or the law requires us to do so. The return cost depends on the carrier and service selected. We will give you the return destination details when requested.
If an item is faulty, not as described or otherwise fails to meet legal requirements, your rights are different; we will bear return costs where required by law.
5. Refunds for cancelled purchases
When you validly cancel, we will refund the amount paid for the returned goods and the cost of the least expensive standard delivery option we offered for the order, where the law requires this. Extra charges for a more expensive delivery method chosen by you do not have to be refunded.
We will make the refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever occurs first, subject to applicable law. Refunds are normally made to the original payment method unless another method is expressly agreed without cost to you.
6. Faulty, damaged or incorrectly described shoes
If the shoes you receive are faulty, damaged, not as described or otherwise fail to meet the requirements of the Consumer Rights Act 2015, please contact info@luckeroz.com with your order details and explain the problem.
Depending on the circumstances and when the problem arises, you may be entitled to reject the goods for a refund or seek a repair, replacement, price reduction or other legal remedy. The statutory short-term right to reject faulty goods can apply within 30 days, and other rights may continue after that period.
A report of faulty goods is not treated as a simple change-of-mind return. We will not require you to give up any consumer rights as a condition of receiving help.
7. Exceptions
Certain statutory exceptions to the 14-day cancellation right may apply to specific types of goods, such as genuinely made-to-measure or clearly personalised products. These exceptions do not automatically apply to ordinary shoes selected from standard sizes and styles. Any applicable exception should be identified before purchase.
A statutory exception to change-of-mind cancellation does not remove your rights when goods are faulty or incorrectly described.
8. Getting help
For cancellation notices, return instructions, damaged goods or refund questions, contact:
Luckeroz — JUYI CALTON LTD
Email: info@luckeroz.com
Telephone: +44 7981 811327
Registered office: 4 Lavinia Road, Dartford, England, DA1 1TS, United Kingdom
9. Optional cancellation notification form
You may copy the following details into a letter or email to notify us that you wish to cancel. Using this form is optional; any other clear statement of cancellation is acceptable.
Send to: JUYI CALTON LTD (Luckeroz)
Email: info@luckeroz.com
Postal contact: 4 Lavinia Road, Dartford, England, DA1 1TS, United Kingdom
Cancellation statement: I am notifying you that I wish to cancel my online purchase of the goods identified below.
Goods purchased: ______________________________
Order reference: ______________________________
Date ordered: ______________________________
Date received: ______________________________
Customer name: ______________________________
Customer address: ______________________________
Date of notification: ______________________________
Signature (only if sent on paper): ______________________________