FAQ

Contact

  • I would like to contact Customer Services at Lucky Dip Club.

    Of course! The best way to contact Lucky Dip Club is by email leona@luckydipclub.com and I'll aim to reply to your message within 24 hours if received on a working day - I don't look at my emails on the weekend : )

  • I contacted you on social media but haven't received a response.

    If you require customer service from Lucky Dip Club please email leona@luckydipclub.com so I can respond to your query quickly. I do not have notifications switched on for our social media channels and receive a high volume of comments and messages so your query could be missed.

Subscriptions

  • How do I subscribe to Lucky Dip Club?

    Visit the Subscribe page and select the option that is right for you. We currently have two Surprises: Lucky Socks and Happy Pins or sign up for The Combo deal so you can receive both monthly Surprises in one box. You can sign up for the monthly billing option which you can cancel anytime. Alternatively, you can select a three, six or twelve month billing option. You can cancel these at anytime but you will be tied into the set number of months that you initially signed up for.

  • How much does it cost?

    We have different billing options so it depends on which option you select. Please visit the Subscribe page to view the different options available.

  • What is the Joining Fee?

    When you initially sign up for a Lucky Dip Club subscription we charge you a £6 joining fee so we can send you instant happy mail in the form of a colourful Welcome Pack. The Welcome Pack will include an exclusive member's enamel pin, an info card explaining how to make the most of your Lucky Dip Club subscription, an art print with Top Tips on the reverse and a numbered Membership Card that contains the Girl Planet manifesto.

  • I just joined Lucky Dip Club, what can I expect to receive?

    If you are based in the UK, you will receive the Welcome Pack within 7 working days - it includes details of all the fun stuff you can join in with on our website and social channels so please do get involved! After the 20th of each month we post out your surprise which takes 3 to 5 working days to be delivered in the UK. Depending on which option you chose you will receive a surprise pair of jazzy socks, a surprise enamel pin or both. They will be delivered in a custom printed postal box which has a different super fun design each month and a copy of Girl Planet.

  • What else do I get as part of my Lucky Dip Club subscription?

    When you sign up for a Lucky Dip Club subscription you get access to the Secret Subscriber's Area on our website. Log into your account on the website and unlock the blog posts, take part in our Fri-YAY Fun Club, receive discounts in our online shop and more. You can also join our Closed Facebook group and take part in our Indie Goods Swap Shop, submit work to Girl Planet, get involved with our Monday night discussion topics, come along to meet-ups and help us shape the future of Lucky Dip Club.

  • Do I have to re-order every month?

    No. if you have signed up for a Lucky Dip Club subscription box all billing options will keep rolling until you cancel them.

  • How do I cancel my subscription?

    Your subscription payment is charged on the 1st of the month. If you signed up for a monthly subscription and you cancel before the first of the following month you will not receive another box. If you signed up for one of the 3,6 or 12 month billing options and you cancel your subscription you will receive however many boxes will be left to send from your initial purchase but your card will not be charged again and you will receive no more boxes after the initial batch have been sent out.

    To cancel your subscription: log into your account and click 'cancel subscription'. Your subscription will show as 'pending cancellation' until the end of the month and from the 1st of the following month it will be 'cancelled'. Once a subscription is 'cancelled' only you can reinstate it by signing up for a new subscription.

    Feel free to email me leona@luckydipclub.com if you need help.

The Surprises

  • What is Lucky Socks?

    If you sign up to Lucky Socks we send you one exclusive pair of artist designed socks in the post every month. The socks fit UK size 4-7 and are made from a cotton, nylon and elastane mix. The socks cannot be purchased anywhere else and will remain exclusive to Lucky Dip Club. They will arrive wrapped in tissue paper with a copy of Girl Planet in a custom printed postal box. The box will fit through standard sized letter boxes and feature a super cute design which changes each month - we hope you'll reuse it for something fun!

    The box will not include a receipt and we can pop in a handwritten message if you wish as our Surprises make super awesome gifts!

  • What is Happy Pins?

    If you sign up to Happy Pins we will send you one exclusive artist designed enamel pin in the post every month. The pin cannot be purchased anywhere else and will remain exclusive to Lucky Dip Club. The pin will be attached to a presentation card, wrapped in tissue paper and arrive with a copy of Girl Planet in a custom printed postal box. The box will fit through standard sized letter boxes and feature a super cute design which changes each month - we hope you'll reuse it for something fun!

    The box will not include a receipt and we can pop in a handwritten message if you wish as our Surprises make super awesome gifts!

  • What is The Combo?

    If you would like to receive both one pair of surprise socks and one surprise enamel pin every month then please sign up for The Combo deal. You will receive both one pair of socks and one enamel pin wrapped in tissue paper in the same custom printed postal box with a copy of Girl Planet. Some months the socks and pin will be designed by the same artist and some months they will be designed by different artists but within a similar theme.

    The box will not include a receipt and we can pop in a handwritten message if you wish as our Surprises make super awesome gifts!

  • What is Girl Planet?

    Girl Planet is our printed publication which goes inside every box. Many of the inspiring articles are written by our subscribers for our subscribers and cover topics such as running your own indie business, crafting, adventure, self care, motivation, selling online, recipes and more. Reading Girl Planet is like a heartfelt high five from a good friend who lifts you up and inspires you.

    As a Lucky Dip Club subscriber you also have access to our online Girl Planet community on our website and closed Facebook group.

    We actively encourage everyone to get involved with Girl Planet and send out a monthly newsletter revealing the themes we are interested in exploring to see who would like to submit articles, real life experiences, illustrations and photography. if you'd like to receive this newsletter please email leona@luckydipclub.com.

  • What is My Rainbow Life?

    My Rainbow Life is a box that can be purchased in our online shop from time to time. It will include one super star surprise product handmade by one of our favourite designer/makers or produced by an independent small scale manufacturer and feature a design by one of our favourite illustrators.

    We have sent out one My Rainbow Life box so far which featured the Treat Yo-Self tray by Little Arrow and this can now be purchased in our online shop.

    The next My Rainbow Life box will open for pre-order on 1st August 2017. Ensure you have signed-up to receive our Newsletter so you're the first to know.

  • What is The BIG Craft Challenge?

    In 2018 we are going to launch our series of craft surprises. Follow updates in our closed Facebook group, Newsletter and Girl Planet blog. If you're an avid crafter and would like to get involved please email leona@luckydipclub.com.

Shipping

  • Where do you ship?

    Worldwide baby!

  • How much is postage?

    Postage within the UK is free! We charge a flat rate of £10 to post anywhere outside the UK.

  • When will you send out my Lucky Dip Club subscription box?

    Lucky Dip Club subscription boxes are all posted out on the same day once a month around the 20th. Follow us on Instagram or join our closed Facebook group for a notification the exact day we post and to join in with the excitement.

  • How long should it take for my box to arrive?

    All boxes within the UK are sent by second class post via Royal Mail. There is not a tracking number. Royal Mail's delivery aim is 3 to 5 working days.

  • My Surprise hasn't arrived, what should I do?

    Luckily this is very rare! If you don't receive your box within 10 working days then Royal Mail deem the box officially 'lost'.

    Please wait until 10 working days before emailing and then send a message to leona@luckydipclub.com and we can discuss whether you'd like a replacement box sent out or a refund. Please include your full name, postal address and Paypal email address in your message so I can deal with your query as quickly as possible.

  • What happens if my Lucky Dip Club box is delivered when I’m not at home?

    Don't worry! Lucky Dip Club subscription boxes are delivered in 'large letter' size postal boxes which fit through standard sized letter boxes. If for some reason your box isn't delivered, your postman should leave a red 'while you were out' card so you can collect it from the collection office - hopefully this shouldn't happen.

  • How do I update my address?

    If you move it is important to log into your Lucky Dip Club account on this website and update your delivery address AND your billing address. We need your delivery address so we can send the box to your new address and the billing address needs to be correct otherwise your subscription billing could fail. Simply updating your address in your Paypal account will not notify us of the changes, it has to be actioned in your account on this website. If you need assistance with this please let me know leona@luckydipclub.com.

  • I live outside the UK, how does International Shipping work?

    We send all overseas boxes out using International Tracked by Royal Mail. This gives us end to end tracking. Please email leona@luckydipclub.com to request your tracking number. Royal Mail's delivery aim is within 10 working days. If you don't receive your box within 25 working days then Royal Mail deem the box officially 'lost'. Pop me an email and we can discuss whether you'd like a replacement box sent out or a refund.

Billing

  • When will I be charged?

    Your subscription payment will be charged on the 1st of the month. If you signed up for a monthly subscription this will happen on the 1st of every month.
    • If you chose the 3 month billing option, you will be charged on the 1st of every third month.
    • If you chose the 6 month billing option, you will be charged bi-annually on the 1st of the month.
    • If you chose the 12 month billing option, you pay the whole amount in one go with your initial order. You then get charged again on the same day the following year.

  • I just signed up for a Lucky Dip Club subscription but I haven't been charged for the subscription?

    When you sign up for any Lucky Dip Club subscription you will be charged the £6 joining fee. You will then be billed for the subscription option on the 1st of the following month and from then on your billing cycle will sync to the 1st of the month.

  • Why did my payment fail?

    If you are sure your account has sufficient funds, your credit card may have expired or you may have an incorrect billing address if you have moved. The system makes three attempts to bill you and if each is unsuccessful your account will be suspended. Upon each failed attempt to bill you, you will receive an email to let you know it has been unsuccessful upon which you can take action. Log into your account on the Lucky Dip Club website to update any details necessary. Please email me if you need any assistance leona@luckydipclub.com.

Return Policy

  • What if I want to return my Lucky Dip Club box?

    If you have received a design that isn't to your taste, that's OK! Please bear in mind Lucky Dip Club is a very small independent business so perhaps you could gift your goodie to a friend? If you'd rather an exchange or refund please pop me an email leona@luckydipclub.com including your full name and delivery address and we can work something out.

  • How do I return my box?

    Please return all items that were included in the box in an unworn/unused/resalable condition within 14 days. Include a note within the box with your full name, email address and postal address. Returning the box for an exchange or refund is at your own cost. Lucky Dip Club does not reimburse your postage costs for returning an unwanted item. Refunds will be minus the original postage and packaging costs.

  • I've received a faulty product.

    I'm sorry to hear that! Every single product sent out is individually checked over before being carefully wrapped in tissue paper. Please email leona@luckydipclub.com including your full name and delivery address so we can resolve the situation quickly.

International Subscribers

  • How much is a Lucky Dip Club box in my own currency?

    Lucky Dip Club is based in the UK therefore our prices are in Pounds Sterling. Unfortunately we cannot quote how much a box plus shipping will be in your own currency as the conversion rates fluctuate. I recommend you find a currency converting website to convert the cost to give you an estimated guide.

  • I signed up for a subscription, when will payment be taken?

    When you sign up for a subscription we charge you £6 for your Welcome Pack.

    Your subscription payment will then be charged on the 1st of the month.
    • If you signed up for a monthly subscription this will happen on the 1st of every month.
    • If you chose the 3 month billing option, you will be charged on the 1st of every third month.
    • If you chose the 6 month billing option, you will be charged bi-annually on the 1st of the month.
    • If you chose the 12 month billing option, you pay the whole amount in one go with your initial order. You then get charged again on the same day the following year.

  • When will I receive my Welcome Pack?

    To save on international shipping charges we will send your Welcome Pack in with your first subscription box instead of posting it out separately.

  • How long will it take for my Lucky Dip Club box to arrive?

    All boxes are posted out at the same time, around the 20th of each month. International subscribers should receive their boxes within 10 working days.

  • Can I track my box?

    Yes! All international boxes are sent Tracked with Royal Mail and each box has a unique tracking number. Please email leona@luckydipclub.com to request your tracking number. Please visit this website to track your box https://www.royalmail.com/business/track-your-item

  • Will I be charged a custom's fee?

    It's quite possible. Unfortunately customs fees are charged upon arrival of your box and out of our control. We complete all relevant customs information and attach the appropriate paperwork to your box.

  • Subscribers are unboxing on social media and I haven't received my box yet. Help?

    This, my overseas pals, is the most difficult part about being an international subscriber to Lucky Dip Club. I do believe the surprise element is at the heart of our service so please do do not look on the hashtag #luckydipclub and why not consider unfollowing my channels until you receive your box? Please do be patient, it'll be SO worth the wait, I promise!

T&Cs

  • 1. Agreement to terms and conditions

    1.1 The website www.luckydipclub.com is owned and operated by Lucky Dip Club Ltd, trading as Lucky Dip Club. References to ‘we’, ‘us’, ‘our’ or ‘the website’ refer to Lucky Dip Club Ltd. We are a company registered in England and Wales (company number: 9338142) and our address for correspondence is: Lucky Dip Club, 18 Nightingale Place, Margate CT9 2NP.
    1.2 Your use of this website (luckydipclub.com) is at all times subject to our full terms and conditions applicable to your use of the website and all applicable laws. By accessing our website you agree to our terms and conditions set out below. If you do not agree to these terms and conditions, you must exit our website immediately.
    1.3 We reserve the right, from time to time, with or without notifying you, to change these terms and conditions at our sole discretion. The terms and conditions applicable to your access to and use of this website will be the version that is current and displayed on the website as at each date you access the website.

  • 2. Payments

    2.1 You agree not to hold us responsible for any banking charges incurred due to payments on your account.
    2.2 All prices that are displayed are inclusive of VAT.
    2.3 Payments can be made by Paypal (visa, visa electron, visa debit, visa delta, mastercard).
    2.4 We take reasonable care to make our site secure. All credit/debit transactions on this site are processed using Braintree a secure online payment gateway that encrypts your card details in secure host environment. If you are a registered Lucky Dip Club user, we will not store your credit/debit card details on our system.
    2.5 If a payment is skipped from paypal, for any reason, you will be notified and payment will try to clear again within 5 days. If the payment is skipped for a second time, paypal will automatically cancel your account and you will have to manually set up payment again from your account.
    2.6 We reserve the right to suspend or cancel your subscription at any time, for any reason we see viable. You will be notified if this is the case and a refund will be provided for any boxes not sent that have been paid for.
    2.7 If your recurring payment skips and your account cancels and you wish to continue your subscription please be aware we might not be able to offer you your original price.

  • 3. Postage

    3.1 We currently use Royal Mail to deliver boxes to you. All Surprises are usually sent out around the 20th of each month (unless stated otherwise). Delivery times on average are:
    UK 3-5 working days
    European 3-10 working days
    International 10-16 days working days
    However, Royal Mail say it can take up to 5 weeks to reach countries they list as Zone 2.
    3.2 You may not hold us responsible for any delays, outside our control, which relate to the delivery of our Surprises.
    3.3 It is the customer’s responsibility to report all lost Surprises within 14 days for UK subscribers; international customers vary.
    3.4 If you change address, you must update your details on your account on luckydipclub.com. Please ensure that this is done in time to take effect before you move as you will be liable for any boxes posted to the wrong address.
    3.5 We reserve the right to cancel your subscription if it becomes apparent that, in our sole opinion, the postal service in your area is too unreliable.
    3.6 In the UK, postage and packaging is included in the subscription price so no parcels are tracked or insured. All parcels will be sent out 2nd class Royal Mail.
    3.7 Goods purchased from our online shop with which standard delivery is selected, and then go missing are not our responsibility.

  • 4. Returns and replacements

    4.1 All parcels returned to us (from either not being collected, incorrect delivery address or any other valid reason) can be re-sent to you. This will require an additional payment to cover the cost of second time delivery.
    4.2 If you are genuinely unhappy with your Surprise, please get in touch within 14 days of receiving it. It must be returned to us in its original condition at your cost. We review every case individually.
    4.3 If a refund is requested, it will be immediate and will minus the cost of the initial post and packaging fee.
    4.4 Any faulty items must be returned to us before a replacement is sent out. If the fault is agreed, we will provide a replacement for the returned goods. We reserve the right to refuse refund on any product.
    4.5 All of our surprises are wrapped with the utmost care and attention to give the product inside maximum protection so we can not be liable for any damage to the product in transit. However, each case is assessed individually, you might be eligible for a replacement Surprise should it not reach you in perfect condition.
    4.6 If you wish to return an online shop item and receive a full refund (minus the original postage and packaging cost) items need to be posted back to us within 14 days of being received by you in re-sellable condition with their original packaging.
    4.7 Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed subject to fair wear and tear will not be accepted as faulty.

  • 5. Cancellation

    There are two options for stopping a monthly subscription:
    5.1 Pausing
    You can now pause your subscription if you are going away for a few months or just fancy taking a break. Your subscription will start back up after the amount of break months selected.
    5.2 Cancelling
    If you really wish to cancel rather than pause the subscription, you can also do this from your account.
    5.3 If you wish to cancel a 3, 6 or 12 month subscription contract before it expires, you must get in contact. Each situation will be assessed and dealt with individually.

  • 6. Loyalty codes & competitions

    6.1 Any promotion code or offer provided on this site cannot be used in conjunction with any other promotion, past or present.
    6.2 Promotion codes have no cash alternative and must be redeemed by the date published, if provided.
    6.3 If you are a winner of a competition you must get in contact to provide a delivery address within one week to claim your prize, otherwise a new winner will be selected.

  • 7. Copyright

    7.1 The website and its content is copyright of Lucky Dip Club Ltd 2017. All rights reserved.
    7.2 All trademarks, logos, images, product and company names displayed or referred to on this website are the property of their respective owners. Nothing on this website grants you any licence or right to use, alter or remove such material.

Privacy Policy

  • What is your Privacy Policy?

    Your privacy is important to us.

    This website privacy policy describes how Lucky Dip Club Ltd protects and makes use of the information you give the company when you use this website.

    We will only collect and use your personal information in order to make Lucky Dip Club better, faster, and more convenient for you. We will never disclose your personal information without your explicit consent.

    If you are asked to provide information when using this website or via email, it will only be used in the ways described in this privacy policy.

    This policy is updated from time to time. The latest version is published on this page.

    This website privacy policy was updated on: 4th July 2017

    If you have any questions about this policy, please email leona@luckydipclub.com or write to: Leona Baker
    Lucky Dip Club Ltd,
    18 Nightingale Place,
    Margate,
    CT9 2NP

  • What data do you gather?

    We gather and use certain information about individuals in order to provide products and services and to enable certain functions on this website.

    We also collect information to better understand how visitors use this website and to present timely, relevant information to them.

    We may collect the following information:
    Name and job title
    Contact information including email address
    Demographic information, such as postcode, preferences and interests
    Website usage data
    Other information relevant to client enquiries
    Other information pertaining to special offers and surveys

  • How do you use this data?

    Collecting this data helps us understand what you are looking from the company, enabling us to deliver improved products and services.

    Specifically, we may use data:
    For our own internal records.
    To improve the products and services we provide.
    To contact you in response to a specific enquiry.
    To customise the website for you.
    To send you promotional emails about products, services, offers and other things we think might be relevant to you.
    To send you promotional mailings or to call you about products, services, offers and other things we think might be relevant to you.
    To contact you via email, telephone or mail for market research reasons.

  • What is a cookie?

    A cookie is a small file placed on your computer's hard drive. It enables our website to identify your computer as you view different pages on our website.
    Cookies allow websites and applications to store your preferences in order to present content, options or functions that are specific to you. They also enable us to see information like how many people use the website and what pages they tend to visit.

  • How do you use cookies?

    We may use cookies to:

    Analyse our web traffic using an analytics package. Aggregated usage data helps us improve the website structure, design, content and functions.

    Identify whether you are signed in to our website. A cookie allows us to check whether you are signed in to the site.

    Test content on our website. For example, 50% of our users might see one piece of content, the other 50% a different piece of content.

    Store information about your preferences. The website can then present you with information you will find more relevant and interesting.
    To recognise when you return to our website. We may show your relevant content, or provide functionality you used previously.

    Cookies do not provide us with access to your computer or any information about you, other than that which you choose to share with us.

  • How do I control cookies?

    You can use your web browser’s cookie settings to determine how our website uses cookies. If you do not want our website to store cookies on your computer or device, you should set your web browser to refuse cookies.

    However, please note that doing this may affect how our website functions. Some pages and services may become unavailable to you.
    Unless you have changed your browser to refuse cookies, our website will issue cookies when you visit it.

    To learn more about cookies and how they are used, visit All About Cookies

  • What do you do with information you've gathered?

    When you fill in a form or provide your details on our website, you will see one or more tick boxes allowing you to:

    Opt-in to receive marketing communications from us by email, telephone, text message or post.

    Opt-in to receive marketing communications from our third-party partners by email, telephone, text message or post.

    If you have agreed that we can use your information for marketing purposes, you can change your mind easily, via one of these methods:
    Sign in to our website and change your opt-in settings.
    Send an email to leona@luckydipclub.com.
    Or write to us at:
    Leona Baker
    Lucky Dip Club Ltd,
    18 Nightingale Place,
    Margate,
    CT9 2NP

    We will never lease, distribute or sell your personal information to third parties unless we have your permission or the law requires us to.

    Any personal information we hold about you is stored and processed under our data protection policy, in line with the Data Protection Act 1998.

  • How secure is my information?

    We will always hold your information securely.

    To prevent unauthorised disclosure or access to your information, we have implemented strong physical and electronic security safeguards.

    We also follow stringent procedures to ensure we work with all personal data in line with the Data Protection Act 1998.

  • Do you store credit/debit card details?

    No.

    We do not store or process any cardholder data on our website.

    During the payment process, Braintree securely stores and process card data on our behalf so that these details are never stored on our servers.