We at Lucky Little Penguins love designing and creating cards and keepsakes that bring joy and happiness to our valued customers and stockists. We ensure our product offers are of the highest quality and fit for purpose. However, if for any reason you are not satisfied with your Lucky Little Penguins’ purchase and you wish to return your item(s) please notify us within 14 days of purchase with a valid reason for return. As a valued customer, we will endeavour to resolve any issues or concerns that you may have regarding a product purchase on our website.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

• Gift cards
• Goods damaged by the customer not covered by the product warranty

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

• 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

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 you haven’t received a refund yet, first check your bank account again.

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 sa***@lu*****************.au

Only regular priced items may be refunded. Sale items may be replaced or refunded at the sale price.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sa***@lu*****************.au and send your item to: P.O. Box 5319, Warrnambool VIC Australia 3280.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Product Returns

To return your product, you should mail your product to: Lucky Little Penguins, P.O. Box 5319, Warrnambool. Victoria, Australia 3280.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please contact us at sa***@lu*****************.au for questions related to refunds and returns.