If you need help with a Lucky Brand order, return, missing delivery, damaged item, store pickup or Klarna payment, first identify which company controls the transaction. LuckyBrand.com, Lucky Brand stores, department stores, marketplace sellers, payment providers and shipping carriers do not all use the same support process.
Lucky Brand Customer Service Contact Information
- Lucky Brand customer service: 1-866-975-5825
- Telephone hours: Seven days a week, 8 a.m.-9 p.m. EST
- Live-chat hours: Seven days a week, 8 a.m.-9 p.m. EST
- Contact and chat page: Contact Lucky Brand
- Help Center: Lucky Brand FAQs
- Start a return: Lucky Brand return portal
- Order status: Check a Lucky Brand order
- Store locator: Find a Lucky Brand store
- Gift cards and balance: Lucky Brand gift cards
- International assistance: International customer form
- Official website: LuckyBrand.com
Lucky Brand currently lists telephone and live-chat assistance from 8 a.m. to 9 p.m. EST, seven days a week. Holiday availability may change.
Lucky Brand does not currently publish a general customer-service email address. Use the official phone, chat, feedback and Help Center routes rather than an email address copied from an unofficial directory.
Choose the Correct Lucky Brand Support Route
- LuckyBrand.com order: Contact Lucky Brand with the order number and purchaser’s email address.
- Change or cancellation request: Contact customer service immediately. Cancellation is not guaranteed after processing begins.
- Return or exchange: Use the official return portal or an eligible Lucky Brand store.
- Damaged, defective or incorrect item: Contact Lucky Brand before discarding packaging or returning the merchandise.
- Missing delivery: Review tracking, then contact Lucky Brand and the carrier when necessary.
- Store-pickup order: Contact the selected store after receiving the ready-for-pickup message.
- Department-store purchase: Contact the store that accepted payment.
- Marketplace purchase: Use the marketplace and seller dispute process.
- Klarna payment issue: Contact Klarna about the installment account and Lucky Brand about the merchandise.
- Gift-card problem: Contact Lucky Brand and keep the card number and PIN private.
Information to Gather Before Contacting Lucky Brand
- The order number
- The purchaser’s name and email address
- The shipping ZIP code
- The item name, style number, size and color
- The purchase and delivery dates
- The store or website where the purchase was made
- The original payment method
- The tracking number
- Photographs of damage or an incorrect item
- The return authorization or portal confirmation
- The Klarna or PayPal transaction reference, when applicable
- Earlier customer-service case details
Provide account, payment and delivery information only through verified Lucky Brand, retailer, payment-provider or carrier channels. Do not publish it in a public review.
Changing or Canceling a Lucky Brand Order
Lucky Brand processes online orders quickly. Contact customer service immediately if an order contains the wrong size, color, quantity or shipping address.
A change or cancellation is not guaranteed once warehouse processing or shipment has begun. If the order cannot be stopped, an eligible product may need to be returned after delivery.
Before placing an order, verify:
- The item and quantity
- The size, inseam and color
- The shipping and billing addresses
- The promotional code
- The payment method
- Whether the merchandise is marked Final Sale
Lucky Brand Return Policy
Most eligible Lucky Brand purchases may generally be returned within 30 days. Merchandise must ordinarily be unworn and have its original tags attached.
Returns are available through the official mail-return process and, for qualifying merchandise, at eligible Lucky Brand stores. Proof of purchase or the online order record is usually required.
Return approval depends on the item, purchase channel, condition, timing and applicable exclusions. Starting a return online does not guarantee that a product will pass inspection.
How to Return a LuckyBrand.com Order by Mail
- Open the official Lucky Brand return portal.
- Enter the order number and requested customer information.
- Select the eligible merchandise.
- Review any return-shipping charge or refund deduction displayed by the portal.
- Print or obtain the authorized return label.
- Package the merchandise securely with the tags attached.
- Keep the carrier receipt and tracking number.
- Monitor the return until Lucky Brand confirms processing.
Do not mail merchandise to Lucky Brand’s legal or corporate correspondence address. Use only the return destination generated for the order.
Returning an Online Order to a Store
Qualifying LuckyBrand.com merchandise may generally be returned at an eligible U.S. Lucky Brand store. Bring:
- The merchandise with its original tags
- The online invoice, receipt or order confirmation
- The original payment method when available
- Any return documentation supplied through the portal
Some merchandise may be restricted to mail returns, including products identified by Lucky Brand’s Help Center as online-only return exceptions. Contact the store before traveling when the item is unusual, oversized, licensed or marked with special terms.
Lucky Brand Final-Sale Items
Lucky Brand’s current policy states that merchandise identified as Final Sale or priced with an ending of .97 cannot be returned or exchanged.
Check the product page, shopping bag and order confirmation before completing the purchase. A discounted item is not necessarily final sale unless it carries the applicable designation.
Final-sale status is separate from a claim that an item arrived damaged, defective or different from what was ordered. Contact customer service promptly about those situations.
Promotional Purchases and Refund Amounts
Lucky Brand promotions can apply discounts across multiple items. Current offer terms state that returning part of a promotional purchase may require forfeiture of the corresponding offer value.
For example, the refund for one item in a multi-item promotion may be based on the discounted amount allocated to that item rather than its original ticket price or displayed comparison value.
Keep the full order confirmation and ask customer service to explain the refund calculation when it is unclear.
Exchanges
Exchange options depend on the purchase channel, item eligibility and available inventory.
An eligible store may be able to exchange merchandise for another size or color. For a mail transaction, the customer may need to return the original item and place a new order.
Pricing and availability are not guaranteed while a return is in transit. Contact customer service before placing a duplicate order when a promotion or limited quantity is involved.
Lucky Brand Refund Timing
Allow time for return transit, warehouse receipt, inspection and refund processing. The card issuer, bank, Klarna or PayPal may then require additional time to display the credit.
Keep:
- The order number
- The return confirmation
- The carrier receipt
- The tracking number
- The delivery date
- The original payment method
A carrier delivery scan does not mean that the merchandise has completed inspection or that the refund has already been issued.
Damaged, Defective or Incorrect Merchandise
If an order arrives damaged, defective or different from what was ordered:
- Keep the item, tags, packing slip and shipping materials.
- Photograph the merchandise and packaging.
- Record the order and style numbers.
- Contact Lucky Brand promptly.
- Follow the supplied return, replacement or inspection instructions.
Do not wash, wear, alter or repair the merchandise before Lucky Brand reviews the complaint. Those actions can make it harder to determine what occurred and may affect return eligibility.
Opening a complaint does not guarantee a refund, replacement, reimbursement or other requested resolution.
Missing or Delayed Lucky Brand Orders
Review the order-status page and carrier tracking first. Confirm the delivery address and whether the order was divided into separate shipments.
If tracking shows delivery but the package cannot be located, check:
- Front, rear and side entrances
- Mailrooms and parcel lockers
- Building management or reception
- Household members
- Neighbors
- The carrier’s delivery photograph or notes
Contact Lucky Brand and the carrier when the shipment remains missing. Save all case and claim numbers.
Submitting a missing-package claim does not guarantee a refund or replacement. The companies involved may review tracking, delivery evidence and account history.
Buy Online, Pick Up in Store
Lucky Brand offers Buy Online, Pick Up in Store for selected products and locations.
- Select an eligible store during checkout.
- Wait for the ready-for-pickup email or message.
- Bring the required identification and order information.
- Pick up the order within the period stated in the notice.
An initial order confirmation does not mean the merchandise is ready. Store inventory can change while the order is being prepared.
Contact the selected store if another person will collect the order or if the pickup deadline cannot be met.
Lucky Brand Store Purchases
For a purchase made inside a Lucky Brand store, begin with that store and bring the original receipt.
The local store normally handles:
- Store-purchase returns and exchanges
- Register receipts
- Local inventory
- Employee or manager complaints
- Store-pickup issues
- Property-specific hours
Retail and outlet locations may have different inventories, promotions and return restrictions. Contact the intended store before traveling.
Purchases From Department Stores or Marketplaces
Lucky Brand products are also sold by department stores, shoe retailers, warehouse retailers and online marketplaces.
If another seller accepted payment, begin with that seller for:
- Returns and exchanges
- Price adjustments
- Missing retailer shipments
- Marketplace authenticity disputes
- Refund timing controlled by the seller
- Retailer protection plans
Do not assume that LuckyBrand.com’s return process applies to merchandise purchased elsewhere.
Lucky Brand customer service may still review a brand or product-quality question, but the original seller usually controls the sales transaction.
Klarna Payments
Lucky Brand offers Klarna payment options at checkout. Klarna may permit eligible customers to divide a purchase into four payments collected every two weeks.
Contact:
- Lucky Brand about merchandise, shipping, return eligibility and refund processing.
- Klarna about approval, automatic payments, account access, installment dates and Klarna Buyer Protection.
A return to Lucky Brand does not necessarily update the Klarna payment schedule immediately. Continue reviewing the Klarna account until the adjustment is confirmed.
Do not send merchandise to Klarna. Use Lucky Brand’s authorized return process.
PayPal and Other Payment Methods
When an order is paid through PayPal or another digital-payment provider, Lucky Brand controls merchandise and return acceptance while the provider controls its payment account.
For a refund delay, determine whether Lucky Brand has issued the credit before asking the payment provider when it will appear.
Do not open duplicate disputes through multiple companies without keeping a clear record of which company is reviewing the transaction.
Lucky Brand Gift Cards
Lucky Brand sells gift cards and provides an online balance-check tool.
- Treat the card number and PIN like cash.
- Do not post them in a review or social-media message.
- Keep the purchase or delivery confirmation.
- Check the balance only through Lucky Brand’s official website.
- Contact customer service promptly about an unauthorized balance change.
Ask Lucky Brand to confirm the current replacement, expiration and cash-redemption terms for the specific card. State law may affect available remedies.
Lucky Brand Sizing and Fit Problems
Lucky Brand sells multiple jean rises, cuts, inseams and fabric constructions. Sizing can also vary among apparel, footwear, intimates and licensed products.
Before ordering:
- Review the women’s or men’s size chart.
- Check the product’s listed rise, inseam and fabric content.
- Read the care instructions.
- Check whether the item is final sale.
- Compare measurements with a garment that already fits.
Do not wash or alter an item while deciding whether to return it. Washing, hemming or tailoring can affect eligibility.
Lucky Brand Comparison Values and Sale Prices
Lucky Brand product pages may display a current selling price beside a “Comp. Value.” The company explains that this value can represent:
- A price at which Lucky Brand previously offered the product; or
- A good-faith estimate of prices for comparable products at other retailers.
The comparison value is not necessarily the amount previously paid by the customer or the current price at another specific store.
Review the actual checkout price, discounts, taxes and shipping before completing the order.
Product Defects and Care Instructions
Lucky Brand does not publish one universal long-term warranty for every garment, shoe, watch, fragrance, handbag or accessory.
For an alleged defect:
- Stop using the item if continued use may cause further damage.
- Keep the receipt and tags.
- Photograph the problem.
- Record how the product was washed, worn or stored.
- Contact the original seller.
- Contact Lucky Brand when the seller directs you to the brand.
Ordinary wear, incorrect laundering, accidental damage and a manufacturing defect are not necessarily treated the same way.
Lucky Brand Product Recalls
Recall status can change and may apply only to a specific product, style, production period or licensee.
Consumers can search current U.S. notices through the Consumer Product Safety Commission recall database.
Match the exact product details rather than assuming every Lucky Brand item is affected by a notice involving one category or licensed product.
Lucky Brand Account and Privacy Help
A LuckyBrand.com account can store order history, addresses, favorites and other customer information.
For account problems:
- Use the official password-reset process.
- Confirm the email address used for the order.
- Do not create multiple accounts while support is investigating.
- Do not share a password or one-time security code.
- Review saved addresses and payment methods after suspected unauthorized access.
Lucky Brand’s privacy policy provides separate request options for access, correction, deletion and certain advertising choices.
Lucky Brand Scam and Counterfeit Warning
- Use LuckyBrand.com and the official store locator.
- Check the spelling of the website address.
- Do not trust caller ID alone because numbers can be spoofed.
- Do not provide a password or security code to an unexpected caller.
- Do not pay a refund or return fee with gift cards or cryptocurrency.
- Do not install remote-access software for someone claiming to process a refund.
- Use marketplace purchase protection for suspected counterfeit merchandise.
Contact the payment provider promptly about an unauthorized charge.
How to Escalate a Lucky Brand Complaint
- Identify whether the issue involves LuckyBrand.com, a store, another retailer, Klarna, PayPal or a carrier.
- Call Lucky Brand at 1-866-975-5825 or use live chat.
- Provide order and item details privately.
- Ask for a case or reference number.
- Keep receipts, photographs, tracking information and correspondence.
- Ask for a customer-service supervisor when the first representative cannot resolve the matter.
- For a store issue, ask for the store manager.
- For a third-party purchase, use the retailer or marketplace escalation process.
- For a payment-account issue, contact Klarna, PayPal or the card issuer.
Escalation does not guarantee cancellation, refund, replacement, exchange, reimbursement or another requested outcome.
Lucky Brand Ownership, Legal Company and Corporate Address
Lucky Brand’s current website Terms of Use identify Lucky OpCo LLC and its subsidiaries and affiliates as the website operator.
Lucky Brand is part of Catalyst Brands, the retail organization created through the combination of JCPenney and SPARC Group. Catalyst Brands’ announced shareholders are Simon Property Group, Brookfield Corporation, Authentic Brands Group and Shein.
Lucky Brand Legal and Privacy Correspondence
6501 Legacy Drive, Suite B-100
Plano, TX 75024
Lucky Brand’s Terms of Use also state that its website is controlled and operated from offices in Lyndhurst, New Jersey, and New York, New York.
The former address at 540 South Santa Fe Avenue in Los Angeles should not be presented as Lucky Brand’s current headquarters.
Natalie Levy is brand CEO for Lucky Brand and Aéropostale. Marc Rosen is CEO of Catalyst Brands.
The Plano address is a legal and privacy correspondence address. It is not identified as a Lucky Brand store, public return counter, distribution warehouse or guaranteed walk-in complaint office. Do not mail merchandise, gift cards, payments or original documents there without written instructions.
Lucky Brand Reviews and Complaints
The CustomerServiceNumbers.com rating section currently displays 0 out of 5 based on 0 submitted reviews. The displayed 0/5 means that no ratings have been submitted; it is not a zero-star customer verdict.
There are no visible review dates and no supported positive or negative customer-review themes. Future reviews should identify whether the experience involved LuckyBrand.com, a retail store, outlet, department store, marketplace, Klarna, PayPal or a carrier.
Related Clothing Customer Service Pages
These brands have separate owners, stores, orders, return policies and customer-service departments. They cannot access or resolve a Lucky Brand transaction.
Lucky Brand Customer Service FAQs
What is the Lucky Brand customer-service number?
Call Lucky Brand at 1-866-975-5825.
What are Lucky Brand customer-service hours?
Lucky Brand currently lists phone and live-chat support seven days a week from 8 a.m.-9 p.m. EST.
Does Lucky Brand have a customer-service email?
A general U.S. customer-service email is not currently published. Use the official phone number, live chat or website feedback tool.
How long do I have to return a Lucky Brand purchase?
Most eligible purchases may generally be returned within 30 days. The merchandise should be unworn and have its original tags attached.
Can I return a LuckyBrand.com order to a store?
Many qualifying online purchases can be returned to an eligible Lucky Brand store. Online-only items and other exceptions may need to be returned by mail.
Are Lucky Brand final-sale items returnable?
No. Merchandise identified as Final Sale or priced with an ending of .97 cannot be returned or exchanged under the current policy.
Can I cancel a Lucky Brand order?
Contact customer service immediately, but cancellation is not guaranteed after warehouse processing begins.
How do I report a damaged Lucky Brand order?
Keep the item, tags, packing slip and shipping materials, take photographs and contact Lucky Brand before returning or discarding anything.
How do Klarna returns work?
Return the merchandise through Lucky Brand. Klarna controls the installment account and updates the payment schedule after the refund information is received and processed.
Can I return merchandise purchased at a department store to Lucky Brand?
Ordinarily, no. Begin with the department store or marketplace that accepted payment and follow its return policy.
How do I check a Lucky Brand gift-card balance?
Use the official Gift Cards and Balance page. Keep the card number and PIN private.
What does Lucky Brand’s Comp. Value mean?
It may represent a previous Lucky Brand price or a good-faith estimate of a comparable retail price. It is not necessarily the price the customer previously paid.
Who owns Lucky Brand?
Lucky Brand is part of Catalyst Brands. Catalyst was formed through the combination of JCPenney and SPARC Group and has Simon Property Group, Brookfield Corporation, Authentic Brands Group and Shein as announced shareholders.
Is the Los Angeles address still Lucky Brand’s headquarters?
The old 540 South Santa Fe Avenue address should not be presented as the current headquarters. Lucky Brand’s current legal and privacy correspondence address is in Plano, Texas.
Can I mail a return to the Plano address?
No. Use the official return portal and the destination generated for the order. The Plano address is for legal and privacy correspondence.
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers since 2004. It is an independent consumer resource and is not owned or operated by Lucky Brand, Lucky OpCo LLC, Catalyst Brands, JCPenney, SPARC Group, Klarna, PayPal, a Lucky Brand store, department store, marketplace, shipping carrier or government regulator.
CustomerServiceNumbers.com cannot access Lucky Brand accounts, change or cancel orders, create return labels, approve refunds, restore gift-card balances, adjust Klarna payments, locate packages or resolve complaints directly.
Share Your Lucky Brand Experience
Have you contacted Lucky Brand about an order, return, refund, final-sale item, store pickup, damaged delivery, sizing problem, gift card, Klarna payment or account issue? Share a first-hand review below and identify which store, retailer, payment provider or carrier handled the transaction.
Privacy and moderation warning: Do not post an order number, return authorization, tracking number, gift-card number or PIN, Klarna account details, home address, telephone number, email address, password, one-time security code, payment information, unredacted receipt or photographs containing private information. Reviews may be moderated for personal information, threats, profanity, spam, counterfeit-sale links, unsupported allegations and complaints involving unrelated retailers or service providers.
Page Update Note
This page was updated on July 28, 2026. The update verified Lucky Brand’s telephone number and current seven-day EST support hours, removed the unsupported email claim, added current return, final-sale, promotion, store-pickup, gift-card and Klarna guidance, replaced the outdated Los Angeles corporate address, and updated the company’s legal operator, Catalyst Brands relationship and leadership. Unsupported customer-review themes were removed.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is not affiliated with Lucky Brand, Lucky OpCo LLC, Catalyst Brands, any Lucky Brand store, retailer or payment provider. Telephone numbers, hours, return periods, final-sale designations, promotion terms, shipping rules, gift-card terms, payment options and corporate information can change. Verify transaction-specific details through Lucky Brand’s official website, the original seller and the applicable payment provider before returning merchandise or relying on a refund outcome.