Frequently Asked Questions
How do I check my order status?
You can log into your account in order to check the status.
How quickly will my order ship?
Typically, in-stock items with ship within 48 hours, but we ask you to select the day you would like your order to be shipped.
Holiday shipping times may increase with volume. If you have an order that you need by a certain time, please specify and we will make every effort to get it out as quickly as possible.
Orders with overnight or two-day shipping are often sent out same day if placed before 1PM EST.
What if my shipment is damaged?
Please contact us as soon as possible with photos and description of the damage. Please do not throw away the item, as UPS often wants to check the item before settling a claim.
What items can you ship?
We can ship most items on our site with the exception of perishables, flowers and wine.
We can ship oversized items, but may have to invoice for additional shipping depending on the size of the item.
Why is shipping cost so high?
We do not set the cost for shipping. The prices come directly from UPS and we pass through the charges. We are a small business and unable to absorb shipping costs at this time. If you feel your shipping is significantly higher than it should be, please contact us and we will see if there is anything we can do.
What items can you deliver?
We can deliver any item in our store.
What service do you use for delivery?
We use a 3rd party delivery service, for our deliveries.
What is the cost of delivery?
We charge a flat fee of $20 for deliveries within 20 miles of our store. We can deliver further but the cost will increase with the distance. Large or heavy orders may increase costs.
How do I schedule my delivery?
On the cart page, select how you want to receive your item. Please select the date and time range that works best for you.
Please ensure that if we are delivering anything perishable that someone will be there to receive the shipment.
If possible, please include the recipients phone number in case our drivers have any trouble.
Lucy’s is not responsible for items left at destination.
How quickly will my order be ready?
On the cart page, you can select what day you would like to pickup your order. You can assume that your order will be ready by 10AM on the day selected unless we have communicated with you differently.
What is your return policy?
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return, provided that items are returned to us in the original condition.
We can not accept returns on sale items or holiday items within 7 days of the holiday or after the holiday.
Customers are responsible for the return shipping cost.
If something arrives broken or damaged, or an item is missing, please notify us within 3 days. If items are broken, you may be asked to send pictures and hold on to the package to return to UPS for a damage claim. We will gladly send a replacement.
For a variety of reasons, we occasionally run out of a specific item. While this situation does not occur often, we reserve the right to substitute a similar item of equal or greater value in our gift basket.
How do I start a return?
To start a return, you can contact us at email@example.com. If your return is accepted, please package and send the items back to the address provided and please email us the tracking number. Items sent back to us without first requesting a return will not be accepted
What items can not be returned?
Certain types of items cannot be returned, like perishable goods (such as all food, flowers, or plants), custom products (such as special orders or personalized items), wine/alcohol and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, gift cards or holiday items within a week before or anytime after the holiday.
Can I do my return in store?
Yes, you can make your return in-store. Please just bring your order receipt and the item and we will assist you.
Can I make an exchange?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
When will I see my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
How do I order baskets for a large order?
Depending on the number of baskets, you can either place your order online or contact Bev at firstname.lastname@example.org or 404-869-9222.
How many baskets can you do for an order?
We can do anywhere from 1 to several hundred. Just let us know your needs and we will take care of it for you.
Can I add my own merchandise?
If you have promo items that you would like included, we will happily include those in the baskets for you.
When do I need to place my order?
Depending on how large an order, we may need a week to get all the products ordered, but let us know your timeline and we will work with you!
For orders in December, we work with many large clients and our calendar gets filled up. Please contact ASAP if you would like to place a holiday order.
How do I order?
We have curated baskets to fit multiple occasions, events and themes on our site. You can add any specific information in the text field.
If you would like to substitute a specific item in any basket please provide details in the text field.
Can I create a custom basket?
“Build a Basket” is an option that you can simply just tell us what you are wanting in the text field and we will make it happen!
Or, if you know exactly what items you would like, you can place them in your cart, and on the cart page select “gift wrap" and then you will have an option to chose what size gift basket. Please note, the more items or larger items will need larger gift baskets.
Can I add something to the basket?
Of course! Just add that additional item onto your order with your basket and add a note for us to add it and we will take care of it for you!
Can I ship a basket to someone?
Yes! We can ship many of our baskets, but are can not ship perishables, flowers or wine. If the basket you would like has one of these items in it, we will substitute it out for something shippable.
Ordering Gift Cards
How can I order gift cards?
We have two options for ordering gift cards. You can find them on our site here. There is two different ones that can be ordered, one is specifically only for in-store and the other is to be used only online.
Still have questions? We're happy to help! Please email us at email@example.com and we will get back to you within 1 business day.
From our store to your door, we proudly offer nationwide shipping.
Order ahead and your favorites will be ready for a quick in-store pickup.
Enjoy the convenience of local delivery, for the greater Atlanta area.