Refund policy

30-Day Return Policy
We want you to be happy with your purchase. If you're not, you can return your item(s) within 30 days of receiving them.

How to start a return

Email our customer service team at hey@luckyegg.co with your order number and the reason for your return. You’ll find your order number on the order slip in your parcel, or in your order confirmation email.

Once we’ve authorised your return, we’ll email you the return address and instructions. Please put the order slip back in the parcel with your return so we can match it to your order. If you no longer have the slip, include a note with your order number instead.

Condition of returned items
Please return items with all their original parts and packaging. You're welcome to open and look at a game as you would in a shop, but if an item has been handled beyond that, we may reduce your refund to reflect any loss in value.

Faulty or incorrect items
If your item arrives damaged or faulty, or isn't what you ordered, email us at hey@luckyegg.co with your order number and a photo of the problem. We'll cover the cost of the return and send you a replacement or refund.

Return shipping
For all other returns, you'll need to cover the cost of return postage. We recommend using a tracked service and keeping your proof of postage.

Refunds
We'll refund you within 14 days of receiving your return, or within 14 days of you sending us proof of postage, whichever is sooner. Refunds go back to your original payment method. If you return your item within 14 days of receiving it, we'll also refund the standard delivery charge you paid.

Exchanges
To exchange an item, return it as above and place a new order for the item you'd like.

If you have any questions about your return, email us at hey@luckyegg.co.