返金ポリシー

This website is operated by ALALUCK LLC (5830 E 2ND ST, STE 7000 #32723, Casper, WY 82609, United States). Throughout the site, the terms "we," "us," and "our" refer to ALALUCK LLC. Email: hello@alaluck.com.

1. Change-of-mind returns depend on destination

For consumers in the EU and UK, the right of withdrawal in section 4 takes priority over any general final-sale wording elsewhere on this site. A piece is not excluded merely because it is handmade, an edition of one, or produced after an order. The personalized-goods exception applies only where the applicable legal conditions are met. Outside the EU and UK, our change-of-mind policy below applies subject to any mandatory local consumer rights. Please read the product measurements and material details and contact us with questions before purchase.

2. What we do cover — the Artisan Promise (14 days)

While we are firm on the change-of-mind question, we are equally committed to standing behind our craft. If your piece arrives damaged in transit, has a structural or knot fault, or shows a material defect, contact us at hello@alaluck.com within 14 days of the delivery date on your tracking, with photos of the issue.

You do not need to ship the piece back across borders. Our resolution paths:

• Transit damage — we file the carrier claim, you keep the damaged piece, and we offer a remake (7–14 business days bench time) or a full refund (initiated within 5 business days; bank settlement adds 2–5 business days).
• Craftsmanship fault — we make a newly knotted replacement, you keep the original, plus a small gift to honor the inconvenience. Refund alternatives are available on request.
• Response SLA — 48 hours from your email.

3. Lifetime Knot Guarantee — long-term care

Cord wears. Knots loosen. The Lifetime Knot Guarantee covers re-knotting and structural rebuilds for the life of your piece. The first rebuild within 12 months of purchase is complimentary (you cover return shipping both ways). After year one, rebuilds are offered at or near cost. Stones cannot be replaced — every piece is one of one. Full terms at our Returns & Exchanges page.

4. EU & UK buyers — your right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving your piece, for any reason. This right is granted under the EU Consumer Rights Directive and the UK Consumer Contracts Regulations 2013.

To exercise it, write to us at hello@alaluck.com within 14 days of delivery. You may use the model withdrawal form below, but you are not required to — any clear statement of your decision to withdraw is enough.

Send the goods back without undue delay and no later than 14 calendar days after notifying us of withdrawal. Contact hello@alaluck.com for the return address; our approval is not required to exercise the right. Handle the piece only as necessary to establish its nature, characteristics and functioning. We may deduct any diminished value caused by handling beyond that level; being handmade or one of a kind is not itself a reason for a deduction. Use the original packaging where possible, but its absence alone does not remove the right of withdrawal. You pay the direct return shipping costs for a change-of-mind return; this does not affect the separate rights that apply to faulty or non-conforming goods.

We refund without undue delay and no later than 14 calendar days after being informed of your withdrawal, including the purchase price and the least expensive standard outbound delivery charge we offered. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever is earlier. We use the original payment method unless you expressly agree otherwise, without charging a refund fee. Any handling-related deduction is explained separately. Your statutory rights for faulty or non-conforming goods, the 14-day Artisan Promise and the Lifetime Knot Guarantee remain unaffected.

Pieces sized or customised to your specifications are an exception. Where we have adjusted or made a piece at your request — for example, resizing a bracelet to your wrist measurement or knotting a cord to a custom length noted on your order — the right of withdrawal does not apply, as permitted for goods made to a consumer's specifications under EU Consumer Rights Directive Article 16(c) and UK Consumer Contracts Regulations 2013 Regulation 28. These pieces cannot be returned or exchanged for change of mind, fit reconsideration, or style preference. Your statutory rights for faulty or non-conforming goods, the 14-day Artisan Promise, and the Lifetime Knot Guarantee still apply in full.

Outside the EU and UK: because every piece is an edition of one that cannot be restocked or remade, we do not accept returns for change of mind, fit reconsideration, or style preference. Your statutory protection against faulty or non-conforming pieces, the 14-day Artisan Promise, and the Lifetime Knot Guarantee still apply everywhere.

Model withdrawal form — complete and return this only if you wish to withdraw from your purchase.
To à la luck (hello@alaluck.com): I hereby give notice that I withdraw from my contract of sale for the following piece —
Ordered on / received on: __________
Order number: __________
Name: __________
Address: __________
Date: __________

5. What is not considered a defect

Natural variations in stone color, inclusion patterns, and texture are the marks of nature, not faults. Slight asymmetry in hand-knotting and gradual color evolution in stones like Alchemy Agate are intentional, not defects. The irregularity is the integrity.

6. Contact

For any return, exchange, or care question: hello@alaluck.com. Mailing address: ALALUCK LLC, 5830 E 2ND ST, STE 7000 #32723, Casper, WY 82609, United States.