Order & Checkout

• How do I place an order? Placing an order is simple! Browse our collection, add your favorite pieces to the cart (click the “Add to Cart” button), then navigate to your cart (top right corner of the page). Review your items, select your shipping method, enter your shipping and payment details, and click “Complete Order” — you’ll receive a confirmation email shortly after.
• Can I change or cancel my order after placing it? We process orders quickly to get your items to you ASAP, so changes or cancellations are only possible within 1 hour of placing your order. Please contact us immediately at support@modelucky.com with your order number and requested changes, and we’ll do our best to assist you. Once an order has been processed or shipped, we cannot make changes or cancellations.
• Why was my order declined? Order declines typically happen due to one of the following: insufficient funds, incorrect payment details (card number, expiration date, CVV), or your bank flagging the transaction (for security purposes). We recommend double-checking your payment information, contacting your bank to authorize the transaction, or trying an alternative payment method.
• How do I track my order? Once your order is shipped, you’ll receive a shipping confirmation email with a tracking link (from our shipping partner). Click the link to view real-time updates on your package’s location. You can also track your order by navigating to “My Account” → “Order History” and selecting your order number.

Shipping & Delivery

• What shipping methods do you offer? We offer two convenient shipping options for our young muse: • Standard Shipping: 10-20 business days (free for orders over [Amount] USD) • Express Shipping: 1-3 business days (additional fee applies, calculated at checkout) *Shipping times exclude weekends and holidays, and may vary slightly due to location or seasonal demand.*
• Do you ship internationally? Yes! We ship to most countries worldwide. International shipping times vary by location (typically 10-20 business days) and may be subject to customs delays or fees (which are the responsibility of the recipient). You can check if we ship to your country at checkout.
• How long does processing take? Order processing takes 1-2 business days (Monday-Friday, excluding weekends and holidays). This includes verifying your order, preparing your items, and packaging them with care (we want your new clothes to arrive in perfect condition!).
• My package says “delivered” but I haven’t received it — what should I do? First, check your mailbox, front porch, or any safe delivery locations (e.g., with a neighbor or building manager) — sometimes carriers mark packages as delivered slightly early. If you still can’t find it, contact our support team with your order number and shipping address, and we’ll work with our shipping partner to investigate and resolve the issue.

Returns & Exchanges

• How do I start a return or exchange? To start a return/exchange: 1. Navigate to “My Account” → “Order History” and select the order you’d like to return. 2. Click “Start Return” and follow the prompts to select the items and reason for return/exchange. 3. Print your prepaid return label (included in the confirmation email) and attach it to your package. 4. Drop off the package at the designated shipping location. Once we receive and inspect your items, we’ll process your refund (to your original payment method) or send your exchange within 10-20business days.
• Is there a return fee? For domestic returns (within [Your Country]), we offer free prepaid return labels. For international returns, a return shipping fee will be deducted from your refund (the fee amount is calculated at the time of initiating the return).
• How long does it take to get my refund? Once we receive and inspect your returned items (typically 10-20business days after delivery to our warehouse), we’ll process your refund. Refunds take 10-20business days to reflect in your original payment method, depending on your bank or credit card issuer.

Payment & Security

• What payment methods do you accept? We accept all major credit/debit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely, and we never store your payment information.
• Is my payment information secure? Yes! We use industry-leading encryption technology (SSL) to protect your payment and personal information. Your data is never shared with third parties, and all transactions are processed through secure, trusted payment gateways.