FAQ
I feel nervous about ordering online, can you put me at ease?
There’s no need to be nervous, we have a robust and effective systems in place to ensure accuracy of packing, speed of service and exceptional customer service throughout this process. Give us a call 1300 582 592 to discuss your options.
How do I order online?
- Select your state, school and year level from the drop down to populate the booklist.
- Amend the quantities of the items you wish to purchase and click ‘add to cart’.
- Add additional products if you wish.
- Enter student details and your details and proceed.
- Select your delivery method; collect Instore or have it delivered to a nominated address. These options will vary at each school.
- Review the items in your shopping cart.
- Complete your order by clicking on ‘Order online’
- Make payment via Stripe.
- An order confirmation will be sent to your nominated email address and displayed onscreen.
- You will be advised via email of the progress of your order.
How do I pay for my online order?
The Lucky Charm Back to School website currently only accepts payment via Stripe. Your credit card will be charged at the time you confirm your order. Learn more about Stripe here
How do I know if you have received my online order?
Once you’ve completed the checkout process online you will receive an order confirmation email. This email will confirm items purchased and amount. You’ll also be notified via email of the progress of your order.
What other ways can I order?
If your school list doesn’t appear on our website, you can take your booklist into your local TLC store.
You can shop the booklist yourself or leave it with us. We will pick, pack and call you when it’s ready for collection at a time that is convenient for you.
I’ve changed my mind, can I cancel my order?
Cancellation of online orders varies depending on the stage of the order process and type of products ordered. To find out whether you can cancel your order please contact The Lucky Charm store that packed your order (contact details can be found on the order confirmation).
I’m missing an item, what do I do?
In the unlikely event of an item being missed in your order please contact The Lucky Charm store that packed your order order (contact details can be found on the order confirmation). Please make claims within 7 days of receiving your package.
I’ve received an incorrect item in my order, what should I do?
In the rare occasion we packed an item, which was not what was ordered, your item can be returned within 14 days of delivery if the item is in the original condition and packaging. Returns must be made in person to the store that processed your order.
How can I contact The Lucky Charm?
For queries regarding your order please contact The Lucky Charm store that processed your order (contact details can be found on the order confirmation).
If you are having difficulties using the website, please email us at booklists@theluckycharm.com.au or call us on 1300 582 592 from 8:00am – 4:00pm Monday to Friday (excluding public holidays).
How do I change my account details?
If you would like to change any of your account details, including email address, password, delivery address, simply log in by clicking on the my account button in the top right of the screen.
I’ve forgotten my password, how do I rest it?
If you have forgotten your password simply click on the ‘Forgot your password’ link on any login screen and a temporary password will be sent to your email address. Please update your password to something more secure and memorable as soon as convenient.