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FAQ: Questions & Answers

Exchange & returns:

Can I exchange or return an item?

If the item still has all labels, hasn't been worn or washed, and has only been tried on over another undergarment (for hygiene reasons), you can exchange or return it.
Please send the item in its original packaging and condition to the following address:

Lucky Cheeks GmbH
Pfarrer-Scheidt-Str. 22
52156 Monschau
Deutschland

  • You can request a return within 14 days of receiving the item.
  • The customer is responsible for the immediate costs of returning the goods.
  • You can find detailed information about your right of withdrawal here.
  • Please email us at info@lucky-cheeks.de if you wish to initiate an exchange.
  • Please reach out to us via email at info@lucky-cheeks.de for returns outside the EU. In order to prevent additional customs fees, kindly attach the necessary additional documents to the packaging. Rest assured, all the required information will be sent to you via email from our end.

When and how will I receive my refund?

Refunds are typically processed within 10 business days upon receiving and confirming your return.
The refund will be issued through the payment method you selected during purchase.

How will I know if my return has been received?

You will receive an email notification once the returned items have been received at our warehouse.

What should I do in case of a complaint?

please refer to our care instructions to ensure the longevity of your item.
In case of a complaint, please contact us at info@lucky-cheeks.de.

Care:

A stitch on my item has come undone, what should I do?

If a stitch on a seam becomes undone, it's important to sew it back immediately by hand.
Our stitches are made using a chain stitch for elasticity, but if one stitch comes undone, the entire seam can unravel.

How do I wash the thongs?

  • Hand wash at a maximum of 30 degrees Celsius. Do not tumble dry or iron.
  • Alternatively, you can use a separate laundry bag for delicate items in a machine wash at 30 degrees Celsius.
  • Do not use fabric softener.

How do I wash the kimono?

  • Machine wash the kimono in a laundry bag at 30 degrees Celsius on the delicate cycle.
    Do not tumble dry.
    Iron on the lowest setting suitable for synthetic fabrics.
  • Do not use fabric softener.

How do I wash the bikinis?

Rinse the bikini immediately after use with clear water due to the aggressiveness of chlorine, saltwater, and sweat on elastane fibers.
Ideally, hand wash thoroughly at home.
Do not use fabric softener
If machine washing, use a laundry bag and select a delicate cycle at a maximum of 30 degrees Celsius.
Do not tumble dry, dry on the radiator, or iron.

Ordering:

How do I determine my size?

  • For strings, refer to hip circumference.

    String size chart:

    Sizes DE/EUR USA UK/AU FR Hips (cm) Hips (inch)
    XXS 28 0 2 30 72-76 28-30
    XS 30-32 2-4 4-6 32-34 76-84 30-33
    S 34-36 6-8 8-10 36-38 84-92 33-36
    M 38-40 10-12 12-14 40-42 92-100 36-39
    L 42-44 14-16 16-18 44-46 100-108 39-42
    XL 46-48 18-20 20-22 48-50 108-116 42-45


     
  • For kimonos, refer to bust circumference.

    Kimono size chart:

    Sizes Size 36 Size 38 Size 40 Size 42 Size 44
      cm inch cm inch cm inch cm inch cm inch
    Bust  82 - 92 32 - 36 90 - 96 35 - 38 94 - 100 37 - 40 98 - 104 39 - 41 102 - 112 40 - 44
    Waist  64 25 68 27 72 28,5 76 30 80 31,5
    Full hip  90 35,5 94 37 98 38,5 102 40 106 42


     
  • For bikini tops, refer to your bra cup size.

    Bikini-Top size chart:

    Bra Cup size EUR AA A B C D E
    Bra Cup size US AA A B C D DD
    65 30   XS XS S M M
    70 32 XS XS S M M L
    75 34 XS S M M L XL
    80 36 S M M L XL  
    85 38 M M L XL    
    90 40 M L XL      
    Band size EUR (cm) Band size US (inch)  


     

Can I order without creating an account?

Yes, there is an option to order as a guest.

How do I redeem a discount code?

To redeem a discount code, create a customer account and sign in.
After adding desired items to your cart, enter the code in the provided field before checkout, and the discount will be applied automatically.
Help: Enter coupon code

Can I modify or cancel my order after it's placed?

Changes can be made to your order as long as it hasn't been shipped.
If you wish to make a change, please contact us at info@lucky-cheeks.de.
For cancellations, please fill in the withdrawal fom: https://www.lucky-cheeks.de/en/withdrawal.php.
Alternatively you can send us a mail to info@lucky-cheeks.de.

Why can't I complete my order?

It may happen that an order with the payment method Paypal can not be completed.
This is due to the fact that there may be discrepancies in the address matching. In this case we ask you to contact us by e-mail to info@lucky-cheeks.de.

Will I receive a confirmation of my online order?

You will automatically receive an order confirmation by e-mail in a short period of time.
If you do not receive a confirmation after more than 20 minutes, then the order could not be processed. Then we ask you to place the order again or contact us at info@lucky-cheeks.de.

Prices:

How do I input my destination country to determine applicable prices?

If not logged in, input the delivery country in the website header (top line of this website).
Prices displayed may vary due to taxes and customs regulations.
Shipping costs also depend on the delivery country.
Help: Enter language & delivery country

Why do prices change for different delivery countries?

Prices vary based on taxes, customs, and regional regulations.
Prices within the VAT territory of the EU include relevant taxes, while outside this area, net prices are shown excluding taxes and duties.
These are then charged individually in the respective recipient country.

Taxes and duties

  • Individual customs and tax agreements apply per country.
  • Within the VAT territory of the European Union, the prices are inclusive of the VAT of the delivery country.
  • Outside the European Union, we charge net prices, as the buyer is responsible for the taxes and customs duties in his own country.

Payment:

What payment methods are available?

Payment methods are listed hier.

Shipping & Delivery:

Which countries do you deliver to?

  • Delivery countries are listed here.
  • If you don't see your country listed, please email us at info@lucky-cheeks.de. We will verify the possibility of adding your country to our list.
  • Orders to the UK are only possible via Etsy at https://luckycheeksgstrings.etsy.com.

Do you deliver to German Packstations?

Yes, delivery to German Packstations is possible, as long as all necessary data has been sent to us, such as Packstation number and the postal number, see info at https://www.dhl.de/de/privatkunden/pakete-empfangen/an-einem-abholort-empfangen/packstation/empfangen-packstation.html

How can I track my shipment?

As soon as we have shipped your order, we will send you a tracking number and courier details.
Use this information to track your delivery on the respective courier's website.

Will I have to pay customs fees or taxes upon delivery?

Customs fees and taxes may apply for non-EU countries; buyers are responsible for these fees.

What is the estimated delivery time?

Estimated delivery times can be found here.

What are the shipping costs?

Shipping costs are outlined here.

How is the order packaged?

Orders are discreetly packaged in neutral-colored boxes without logos.

What happens if I am not at home during delivery?

If you're not available for delivery, the shipping service provider will leave a notification detailing the delivery attempt.
This notification will include:

  • The next delivery attempt date
  • The option that the package has been handed over to a nearby third party (like a neighbor or janitor) with their signature
  • Instructions for retrieving the package from a local distribution center, where you can collect it by presenting your identification.
You can stay updated on your order and track your package's delivery progress using your tracking number on the carrier's website.

What if I received a damaged or incorrect item?

  1. Please note on the delivery bill if the package was damaged
  2. Please contact us immediately by email at info@lucky-cheeks.de and inform us about the complaint.

What if my order shows as delivered but I haven't received it?

Contact us at info@lucky-cheeks.de if this occurs.

Can I have my order shipped to a different address or as a gift?

Yes, you can provide a separate delivery address from the billing address.

Production/ Customization:

Do you offer custom-made items?

We offer customizations based on feasibility.
Contact us at info@lucky-cheeks.de for personalized requests.

Where is the merchandise manufactured?

All items are produced exclusively in our studio in Monschau, Germany.

What materials are used?

We use high quality materials:

  • fine embroideries mostly from Switzerland and Italy,
  • elastic fabrics from Italy, and
  • jewelry from Europe (France, Spain,…) partly with Swarovski elements.

Newsletter:

How can I subscribe to the newsletter?

To subscribe to our newsletter, simply click here.
Enter your contact information, and you will receive an email at the provided address. Confirm your email, and you'll receive a discount code for your next order on the newsletter registration page.

How can I unsubscribe from the newsletter?

You can unsubscribe from the newsletter at any time here.
Enter your email address and select the unsubscribe option. Once you click send, a confirmation will appear on your screen confirming your removal from our newsletter database.

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