Friday, May 8, 2o2o
To Our Lucky Family,
It’s all happening! In the coming weeks, the doors of our Lucky Brand retail stores will reopen and we can’t wait to welcome you back.
To prepare for your return, we recently sent out a customer survey asking about your safety concerns and shopping preferences. We’re using the results, as well as regional and national regulations, to guide us in protecting the health and comfort of customers and associates in each and every one of our stores.
So, what’s new? We’re glad you asked…
#1: Social Distancing Will Be Trending: (Though air hugs are encouraged!) Store associates and customers will be asked to maintain 6 feet of social distancing, and stores will feature signs and floor markers to guide you and keep you safe while you shop.
#2: We’re Upping Our Cleaning Game (Even More): We’re supplying each store with cleaning kits containing all the necessary supplies, including face masks, to ensure consistent and diligent cleaning and safety practices. Fitting rooms and restrooms will also remain closed for the time being to limit health risks.
#3: Returns on Your Time… and Your Terms: We’ve updated our return policy to make it more convenient than ever.
- All shoppers will receive a pre-paid return shipping label so items that are purchased or picked up in-store can easily be returned.
- Our return policy has been extended from 30 to 60 days.
- Returns made between 60 and 90 days will be honored with store credit.
As we keep moving forward, we want you to know that we’ll continue to listen to your feedback and concerns and to make decisions with your best interest at heart. We look forward to seeing you very soon and to celebrating how amazing it is to be #LuckyTogether again.
Thanks for being part of our journey back… it feels really good!
Wednesday, April 15, 2o2o
To Our Lucky Family,
All Lucky Brand stores will remain closed until further notice. Stay safe, and we will continue to keep you informed with any updates.
Tuesday, March 17, 2o2o
To Our Lucky Family,
Effective immediately, we are closing all retail locations until March 28th. Our store associates will be compensated during this time. We will continue to monitor the situation as new information becomes available.
During this unprecedented time, we are navigating the best course of action on an ongoing basis and our number one priority as a company is the safety and well-being of our customers, associates, business partners and the communities in which we operate.
Our customer service team is available for any questions including past and future orders at
In the meantime, our website, luckybrand.com remains open 24/7 and we will continue to share new products, styling tips, and inspiring content.
Stay safe, and we will continue to keep you informed with any updates.
Friday, March 13, 2o2o
To our Lucky Brand Family,
Our number one priority as a company is the safety and well-being of our Customers, our Associates, our Business Partners and the Communities in which we operate. Our thoughts are with those who have been impacted by the novel Coronavirus (COVID-19) global pandemic and we remain vigilant in partnering with local, national and international agencies throughout this turbulent period.
Last week, we established a dedicated internal Response Team - to closely monitor guidelines set forth by the CDC and WHO, to work with local authorities in every location where we do business, and to establish and implement necessary policies. This week, we have been taking increased preventative measures by implementing the following revised health and hygiene protocols for all of our Store Associates within our retail fleet.
-Our stores are cleaned daily, and we recently increased the frequency of cleaning throughout the day with special attention to high-contact areas of the store, especially in communities with elevated risks, as determined by the CDC and local/state health officials.
-While proper hygiene has always been important, we are reinforcing frequent and thorough handwashing with an alcohol-based hand rub or with soap and water before, continuously throughout, and after shifts amongst all Associates.
-All Associates experiencing any symptoms of illness must stay home and allow themselves time to rest and recover. Managers are required to send home any Associate that is showing signs of flu-like symptoms.
As of today, Friday, March 13th, our stores remain open with the exception of our Pennsylvania locations (Willow Grove, King of Prussia and Pottstown). We will continue to monitor the local safety guidelines and decide whether to temporarily close any stores on a case-by-case basis.
Whether you choose to shop with us in-store, online at www.luckybrand.com or remotely, our Store Associates are valued members of the Lucky Brand Family and are prepared to serve you. They will continue to service e-commerce orders that are matched with inventory that is within a store location. They are also actively servicing many local customers remotely via SMS, Video Conference, and email. And of course, they are eager to serve you in-store whenever you choose to visit.
To obtain our up-to-date store operating hours, please visit https://www.luckybrand.com/stores or call your local store directly.
For customer service needs or order issues, please visit https://www.luckybrand.com/CustomerService.
We will keep you informed of any relevant changes that may come in the days or weeks to follow, and we are always open to your feedback and suggestions at firstname.lastname@example.org or on all social platforms @luckybrand.
From everyone here at Lucky Brand, we thank you for your ongoing loyalty and support. We are in this together.
Matthew A. Kaness, Executive Chairman of the BoardCustomer Service Lucky Insider Home