Refund policy

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. Why all sales are final for change-of-mind

Every piece in the studio is hand-knotted once. There is no second example of the same talisman, and we cannot restock, resell, or transfer a piece between buyers without compromising both the integrity of the edition and the energetic specificity each piece was built for. For these reasons, we do not accept returns for change-of-mind, fit reconsideration, or style preference. We ask buyers to read each product page carefully and contact us with any fit or material 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 statutory rights

Our pieces are made to order. Under UK Consumer Contracts Regulations 2013 Regulation 28 and EU Consumer Rights Directive Article 16(c), personalized and made-to-order goods are exempt from the 14-day right of withdrawal that applies to standard online purchases. However, your statutory rights regarding faulty or non-conforming goods remain fully protected, and the 14-day Artisan Promise above applies regardless of jurisdiction.

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.