FAQ
FREQUENTLY ASKED QUESTIONS
ORDERS
HOW TO ORDER?
For an order of products sold and shipped by LuckyTeam.
To place an order on the luckyteam.fr website, nothing could be simpler: browse our online store, in the different categories or by using the search engine or, via the themes highlighted on the home page (men, women, satins, fragrances, etc.)
Choose the items you wish to purchase by clicking on the “ Buy ” button. Once your products are in the basket, follow the instructions by clicking on the “ Order ” button.
NB: Payments made on luckyteam.fr are completely secure.
If you need help or would like advice as in store, contact us on 04 93 75 20 67 or via Online Chat.
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ORDER PREPARATION?
We take special care with each of your orders, promoting the protection of our products. Each product is packaged in a linen pouch and tissue paper. A little positive attention is slipped inside.
It is possible to add packaging and a gift bag to your order, by checking the " Gift Wrapping " box. This is offered to you.
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ORDER SHIPPING?
Your order status changes to “Shipped”, you can see it at any time in your order history.
To access it, you can click on “My Account” to log in, then on “My orders”.
Once your order is validated, an email is sent to you confirming your purchase.
You will receive the tracking number of your shipment in order to follow the shipment on the website of the selected carrier.
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GIFT WRAPPING?
When finalizing your order, simply check the “ Gift Wrapping ” box.
It is also possible to add a personal message to your gift.
Gift wrapping and message are included .
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PAYMENT METHODS?
LuckyTeam offers you several payment methods depending on your order and your status (individual or professional).
Payment for individuals can be made by Paypal account and bank card.
Payment for professionals can be made by Paypal account, bank card, transfer and French check.
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SECURE PAYMENT?
Payment is completely secure via the online payment system
Mercanet from our banking partner: BNP Paribas.
Your banking data only circulates on the Internet in encrypted form.
Furthermore, they are only processed by BNP Paribas and are never in the possession of LuckyTeam.
In fact, when you enter your card number to make your purchases on LuckyTeam, it is, in reality, to BNP Paribas that you transmit them and not to LuckyTeam.
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CANCELLATION OF ORDER?
To cancel an order, you must contact us at +33 4 93 75 20 67 to make your cancellation request.
If your order has not yet been shipped, it will be cancelled immediately and you will be refunded.
If it has already been shipped, you will have to wait until you receive it to return it to us and receive a refund.
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WHERE CAN I FIND MY INVOICE?
After validating your purchase, your invoice is immediately available online. We do not slip the
invoices in orders.
All you need to do is log in, go to “ My Account ”, then to the “ My Orders ” section.
where you will find the details of your purchases.
Your invoice is available and downloadable in PDF format in your history .
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WHAT'S NEW?
A Newsletter is sent to you by email once a week if you are subscribed or if you have a customer account.
To subscribe, enter your email at the bottom of the home page .
We have new products every month .
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PROMO CODE?
You must enter the promo code in the “ Discount vouchers ” tab at the end of your order, then validate.
These codes are applied only on products sold and shipped by LuckyTeam and according to the conditions
described on the General Conditions of Sale page.
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MY PROMO CODE DOESN'T WORK?
Does your order meet the conditions for applying your code?
As a reminder, promotional codes cannot be combined and are often subject to conditions and are limited in time.
If you are unable to find the cause of an invalid promotional code, please do not hesitate to contact us at +33 4 93 75 20 67.
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PRODUCTS
MANUFACTURING?
Our jewelry is created by hand by our partner artisans in the 4 corners of the world .
We are committed to offering you unique pieces, which is why each piece of jewelry is designed in Cannes and handmade in limited quantities .
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JEWELRY COMPOSITION?
All of our LuckyTeam jewelry is made of 925 silver and brass gilded with 1 micron 18 carat fine gold. Our jewelry
are guaranteed nickel-free, therefore without risk of allergy.
Our jewelry is made of natural materials and stones whose virtues you will find here: OUR STONES
Find all this information in our “ MAINTENANCE ADVICE ” in the “ The Brand ” section.
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OUT OF STOCK ?
Each product is produced in limited series.
In the event of a stock shortage online, it is possible that a part will be in store,
Do not hesitate to contact us at +33 4 93 75 20 67.
We offer new products every month to vary your pleasures!
An online chat is available on the website to meet your needs.
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HOW TO CARE FOR MY JEWELRY?
To best maintain your precious lucky charms, we advise you to keep them in their pouch.
original when you are not wearing them. This protects them from contact with light, from friction with other
jewelry and oxidation.
We advise you to avoid wearing your jewelry in the swimming pool and the sea, as well as to keep them away from products
chemicals and household cleaners. It is best to remove your jewelry when sleeping or showering.
La Team's tip : Include your jewelry in your beauty routine. As a final step, finish your outfit
in beauty by adorning yourself with your daily jewels. They will thus avoid contact with creams and perfumes.
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CLEAN MY JEWELRY?
Silver jewelry tends to tarnish if not worn but don't panic we have the solution!
Grandma LUCKY's tip: Rub your jewelry with a dab of toothpaste and a soft cloth to make it shine brightly!
Gold plated jewelry tends to develop a slight patina over time, making it less shiny.
Use a soft, dry cloth to avoid scratching your jewelry, and to restore its shine.
Skin acidity, sports activities, perfumes, creams and other chemicals can cause your jewelry to oxidize.
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DELIVERY
DELIVERY TIMES?
We are committed to shipping orders within 24 to 48 hours (working days).
Any order placed before 1 p.m. (Monday to Friday inclusive) is processed the same day.
Orders placed after 1 p.m. are processed as a priority on the next working day.
You can track your shipment by entering your tracking number sent by email to this link .
We invite you to contact the post office if you have any questions or problems.
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DELIVERY METHODS?
For any urgent request please contact us at +33 4 93 75 20 67.
We have three delivery methods:
- Tracked letter (the cheapest)
- Colissimo France or International (signature required)
- UPS Express (fastest)
- Click & Collect (pick up in store)
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MY PACKAGE IS DELAYED?
If your order is delayed in shipping, please contact us. We are doing our best to
ship within 24 to 48 hours.
In the event of a delay in delivery after dispatch, we invite you to contact Customer Service directly.
Post them your tracking number received by email.
The COVID-19 pandemic crisis may extend the time of your deliveries.
LuckyTeam takes care of preparing your orders and delivering them to partner carriers. The latter
then take charge of delivering to you.
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CLICK & COLLECT?
Click&Collect is now available at LuckyTeam.
When finalizing your order, please click on the “ Click&Collect ” delivery option. Specify in
comment on the order, the store where you wish to collect your order (Cannes, Nice, Aix
in Provence, Lyon).
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EXCHANGE AND RETURN
I HAVE NOT RECEIVED MY PACKAGE?
First, check the tracking of your order on the La Poste website by indicating your tracking number.
According to the instructions, contact La Poste customer service to find out where your shipment is.
Finally, do not hesitate to contact us at +33 4 93 75 20 67.
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After-sales service?
All our jewelry is guaranteed for 1 year from the date of purchase against any abnormal wear or breakage.
If you have any problems, please contact us by email, telephone or in store, we will discuss the
possible solutions.
A photo of the jewelry will be requested before any product return.
You can either drop off your jewelry in store (Cannes, Nice, Aix-en-Provence, Lyon), or we
send it via post to our Cannes store.
If you return a piece of jewelry to us by mail, it is important to put it back in its original packaging,
protect with a box or bubble wrap, and specify your order reference and contact details in
the sending.
04 93 75 20 67
124 rue d'Antibes, 06400 Cannes
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REPAIR PRICES?
If your jewelry is no longer under warranty, the repair will be billed according to the table below. The repair time
varies depending on the case.
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PRODUCT RETURN?
You have 15 days after receipt to return your product to us in its original packaging.
Specify your order reference and the reason for the return.
Upon receipt we will offer you:
- An exchange
- A credit
- A refund
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LOYALTY SYSTEM
HOW DOES THE LOYALTY SYSTEM WORK?
You earn 1 euro for every 10 euros of purchase , by leaving your email in store at the checkout, or on your account
customer by ordering online.
Example: for 115 euros purchased you earn 10 euros on your loyalty account.
The points earned are valid for 3 months , from 49 euros of purchase .
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HOW MANY POINTS DO I HAVE LEFT?
All you need to do is log in to your LuckyTeam customer account, then click on the “ My points” tab.
loyalty »
The first table is a summary of your orders and the points obtained for each of them. The last
column indicates the status of your points. They are either available (therefore to be converted), or already converted (to be used), or
expired.
If you have points in the "available" status you can click below on the "convert my points" button.
You will then obtain a promo code, which you will enter in your next online order.
Once transformed, the "available" points change to "already converted" status.
In the 2nd table, you have the summary of the converted points and the codes to use (with their date of
validity). This is the code you must enter in the "discount voucher" box when confirming your
new order.
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LOYALTY POINTS VALID IN STORE AND ON THE SITE?
Of course! When you go to the store, you just have to indicate your email at the checkout and see if the
conditions have been met in order to deduct your previously acquired points from your purchase of the day.
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COMPETITIONS
DO YOU HAVE COMPETITIONS?
Follow us on our social networks to be informed of the launch of competitions and the terms and conditions.
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TECHNICAL HELP
CONNECTION PROBLEM?
When you created your account, you received an email with a summary of your login details. Don't hesitate to find this email to check your password.
Make sure you use the correct email address and pay attention to capital letters, spaces and symbols when entering your credentials.
If the problem persists, you can recover your password at any time via the “ Forgotten password ” option.
If you still encounter a problem, please contact us at +33 4 93 75 20 67 or via the Online Chat.
We are open Monday to Saturday from 10am to 5:30pm.
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CHANGE OF EMAIL OR ADDRESS?
Go to “ My Account ” to log in with your old email address, then click on “ Personal Information ”
You will be able to update your login information and addresses.
Once you have made the changes, save so that the changes are properly saved.
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POINTS OF SALE
WHERE CAN I BUY IN STORE?
Find all our collections in our official stores or at our partner resellers.
OFFICIAL STORES
Cannes - 124 rue d'Antibes
Nice - 9 rue Alexandre Mari
Lyon - 52 rue du Président Edouard Herriot
Aix-en-Provence - 4 rue Maréchal Foch