FAQ’s

We strive to provide you with a pleasant shopping and delivery experience.

If you have any questions that are not on the FAQ page, please Email us info@luckydog.co.za or Skype: luckydoggiftservices and we will reply to you within 24-48 hours 🙂


Here are the most common questions we get asked, but if you need to know anything else, simply drop us a line!

WHAT IS YOUR REFUND POLICY?

We offer a 100% Satisfaction Guarantee – which means we will refund your money if you are, for any reason not satisfied with your order within a 7 day period. We want to provide a risk-free shopping experience and trust our customers to not take advantage of this offer.

In the unlikely event that you are unhappy with our products, then please contact us and we will investigate further to either issue a refund, provide support or resend your order. Refunds & returns will not be processed after 7 days except where a guarantee claim is made. Thanks for understanding!

WHY HAVE I NOT RECEIVED ANY ORDER CONFIRMATION DETAILS?

You may have entered your email incorrectly at checkout. Throughout the process we send 3-4 emails, including an order confirmation, a fulfillment notice, and a shipping notice. Please contact us and we will sort out any issues.

HOW DO I PAY?

There are many choices at checkout which include credit card, debit card, Instant EFT or Bitcoin payments. More information on our secure payment gateway Payfast can be found here. For EFTs our banking details are: Eboy Marketing (Pty) Ltd. (t/a Luckydog), First National Bank (FNB), Bayside Branch, Cheque Account no. 62453498084, Branch Code: 250655

I FORGOT TO UPDATE MY DETAILS AND MY PARCEL HAS BEEN SENT TO THE WRONG ADDRESS!

Okay, first call us in case your parcel hasn’t been sent out yet! If it has, you’ll have to collect it from your old address. And don’t forget to update your change of address by editing your profile..

I HAD A PROBLEM WITH ITEMS IN MY PARCEL, WHAT DO I DO?

Yikes! Please contact us and let us know what the problem is. We’ll do our best to sort it out

MY BOX WAS DAMAGED/OPENED WHEN IT ARRIVED, WHAT DO I DO?

Double yikes! Please email us with a photo and detail of the damage. We’ll assess the situation and get it sorted.

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