Refund policy

Non-customized products:

Orders are processed in 1-2 business days and then shipped. We ship all orders via USPS First Class mail, which typically arrives within 3-5 business days. All items are shipped with a tracking number. Holidays or sales will likely add 1-2 business days to processing your order, so please bear this in mind if you need your order by a certain time.

Lucky Onion ships to the address you use at checkout, so please verify this is correct and up to date.

If your order is time-sensitive, please email us to see if expedited shipping is an option we can accommodate. We will make every effort to do so if possible. Expedited shipping charges will apply.

Custom/Personalized Products:
Personalized orders are not allowed to be returned due to the custom nature of the product. If you are unhappy with your product, please call us within 3 business days so that we can assist you in your needs. Our highest priority is the satisfaction of our customers. We are sincerely humbled by your interest in our stationery and products. We believe in providing you quality products with great design and customer service. As we grow, we want to honor our relationship with you by crafting products you will love and use. We hope in doing so, we can establish a relationship where you enjoy coming back over and over again!

Sorry, we do not currently offer international shipping options.

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Personalized orders are not allowed to be returned due to the custom nature of the product.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You will be responsible for shipping costs to return the item(s) to us.

If your order is lost or damaged during transit, please contact us so that we can determine whether a replacement or refund is in order.

We're confident you'll be pleased with the quality of our products, but if you are not satisfied for any reason, please contact us directly so that we can promptly address your concern.

Shipping costs are 100% non-refundable.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

If you need to return an item, send us an email at info@luckyonion.com and send your item to: 118 South Broadway Denver Colorado US 80209.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@luckyonion.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Customized products:

PROOFS

Initial proofs will be provided via the email provided in the order. Proofs are mandatory and cannot be bypassed for the safeguard of making sure you are happy with your order. Any additional proofs requested by the customer, due to changes made on their end, will be charged $8 per proof for digital printing, $12 for letterpress printing. Any additional proofs, due to Lucky Onion's error, will be made at no additional charge. All initial proofs will be provided within 1-4 business days of order placement. Please note, custom artwork may require additional working days.

Post-proof cancellations are subject to a $25 cancellation fee per proof supplied if a proof has already been submitted to the customer.

If you desire multiple up-front proofs of the same invitation layout using either a different color combination or font, you may elect to do so for $8 per variation. If, however, the design of the invitation is different, outside of the font or color combination, the proofs not selected as the final product will be subject to a post proof cancellation fee of $25 per proof supplied.

COLOR MATCHING

You may elect to have your own custom colors for an additional $15 for digital printing, $75 for letterpress printing. Please use the Pantone Process color system when providing a custom color of your choice. Please note that the paper selection will affect the look of ink color you choose. All of our papers are considered uncoated stock.

CUSTOM ARTWORK & PHOTO INVITATIONS

Custom artwork and photographs will be accepted as AI, EPS, or JPG formats only. All file formats are supported to our File Upload feature. For letterpress stationery, photography is not recommended, unless this piece is to be printed digitally only. Any custom artwork submitted for letterpress may be subject for approval. All custom artwork will be charge a fee of $50 if the files require retouches or technical tweaking. We will notify you of this charge if your files are deemed as such.

NON-ENGLISH WORDING

All non-english wording will be treated like custom artwork. See custom artwork for fees. Our Hebrew lettering is exempt from any custom artwork charges. All proofing will be the sole responsibility of the client for non-english invitation wording.

SHIPPING CHARGES

All custom products will be shipped via FedEx Ground unless otherwise specified.

Orders will take approximately 7-10 business days for digital jobs and 15-20 business days for letterpress jobs after proofs are approved. This does not include assembly services or shipping time. Shipping times varies depending on shipping options selected and location of delivery.

CANCELLATIONS

Order cancellations may be done within 1 business day of order being placed, so as long as no proofs have been provided to the customer. Afterwards, a $25 cancellation fee per proof supplied will be applied if a proof has already been submitted, or 50% of total order if order has already gone to print/production and not yet shipped. If orders have already shipped, cancellation is no longer possible.

RECEIVE ORDERS

Please inspect your order promptly upon receipt. Contact us within two business days if anything in your order is not as approved. After two business days from your receipt, your order is deemed accepted as correct and complete.

REORDERS

A reorder will be treated as a new order minus 10% of the product cost.

CUSTOM DESIGN

Not quite finding what you are looking for? Need something exactly how you envisioned it? Let us help you! We can create custom design just for you. Please call us with all questions and custom design orders.

BRAND

Lucky Onion® retains all rights, including copyrights, for all images and designs. Under no circumstances may anyone copy or reproduce any of the products of Lucky Onion®, including, but not limited to all artwork and original works of authorship, or any derivatives or images thereof unless so expressly authorized in writing by Lucky Onion®.