Contact information
Who we are, where we are, and how to reach a real person.
Lucky Goods Club is a trading name of Tolani Group Ltd, a private limited company registered in England and Wales. Everything you order from us, and every policy on this page, is provided by Tolani Group Ltd.
| Trading name | Lucky Goods Club |
|---|---|
| Legal entity | Tolani Group Ltd |
| Company number | 10323967 (England & Wales) |
| Registered office | 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom |
| General enquiries | hello@luckygoodsclub.com |
| Trade & wholesale | hello@luckygoodsclub.com (please put "Trade" in the subject line) |
| Press & collaborations | hello@luckygoodsclub.com (please put "Press" in the subject line) |
| Data & privacy requests | hello@luckygoodsclub.com (please put "Data request" in the subject line). See section 5 for what we do with your data. |
| Reply times | We aim to reply within one working day. Working days are Monday to Friday, excluding UK bank holidays. |
| Studio | We work between London and Hong Kong. We don't run a public shopfront, so please email before sending anything by post. |
Returns address
Please don't send returns to our registered office. Email us first and we'll confirm the correct address for your return. This stops parcels going to the wrong place.
Shipping policy
When we send things out, how, and what to do if a parcel doesn't show up.
Where we ship
We ship to the United Kingdom (including the Highlands, Islands, Northern Ireland, Isle of Man and the Channel Islands), to the EU, and to selected international destinations on request. If you want a destination we don't list at checkout, email us and we'll quote.
How quickly we dispatch
Stock cards are dispatched within two working days of your order being placed. Personalised or bespoke orders take longer; we'll confirm the dispatch date when you order.
How long delivery takes
- UK mainland: 1–3 working days from dispatch via Royal Mail Tracked or a comparable courier.
- UK Highlands, Islands, NI, IoM, Channel Islands: 2–5 working days.
- Europe: 3–7 working days.
- Rest of world: 7–21 working days.
These are typical times, not guarantees. We don't run the couriers, so we can't promise their performance, but we will chase on your behalf.
Postage prices
Postage is calculated at checkout based on weight, destination and service. Single cards usually go by a letter-rate service; larger orders go by parcel service with tracking.
Customs, duties and taxes (outside the UK)
If you're ordering outside the UK, you may be charged import duties, VAT or handling fees by the destination country. These are not included in the price you pay us and we have no control over them. Please check your country's rules before ordering. We won't refund duties.
If your parcel is late, lost or damaged
- Damaged in transit: email us within 14 days of receiving the parcel, with a photo of the damage and the packaging. We'll replace or refund.
- Not arrived: please give Royal Mail / the courier their full quoted window before flagging it. Then email us and we'll open a missing-parcel investigation. We can usually refund or resend after the courier confirms loss.
- Wrong address given: if a parcel comes back to us because of an incorrect address, we'll re-ship once you've paid postage again.
Christmas and seasonal cut-offs
Last-posting dates each Christmas are published on our website. For trade orders, our Christmas dispatch cut-off is 30 November. Orders received after that date are fulfilled in January.
Refunds & returns
Our cards are made to be sent and read. If one arrives broken, wrong, or just not what you wanted, here's what we'll do.
Your UK consumer rights
If you bought from us as a consumer in the UK, you have 14 days from receiving your order to tell us you want to cancel under the Consumer Contracts Regulations 2013. You then have a further 14 days to send the goods back. We'll refund the price of the goods, plus the standard outbound postage rate, within 14 days of receiving them back (or proof of postage, whichever comes first).
Separately, under the Consumer Rights Act 2015, if a product is faulty, mis-described or not as expected, you have a 30-day short-term right to reject. We'll refund you in full, including return postage, in that case.
Items we can't refund
- Personalised cards. If you've asked us to add a name, custom message, photo or bespoke design, the card is made specifically for you and is not returnable, unless faulty.
- Gift cards. Once issued, they're not refundable.
- Cards posted directly to a recipient with your message inside. Once we've sent the message, it can't be unsent. We can replace if faulty.
What "faulty" or "damaged" looks like
Print marks we didn't intend, creasing or tearing on arrival, the wrong card sent, or an envelope clearly damaged in transit. A photo helps us put it right faster.
How to start a return
- Email hello@luckygoodsclub.com within 14 days of receiving the order, with your order number.
- We'll reply within one working day with the return address and a return reference.
- Pack the cards in their original packaging where possible, in a stiff envelope or padded mailer, and post with proof of postage. We can't be responsible for returns lost in the post.
How quickly we refund
Refunds are processed to the original payment method within 3–5 working days of us receiving the returned goods and checking them. Bank processing times can add a few days on top of that, which is out of our hands.
Exchanges
We don't do direct exchanges. If you'd like a different design, return the original under the rules above and place a fresh order for the one you want.
Terms of service
The basic rules of using our website and buying from us. Short, fair, and written for humans.
Who you're buying from
By placing an order, you are entering into a contract with Tolani Group Ltd, trading as Lucky Goods Club (Company No. 10323967, registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ). These terms, together with our shipping, refunds and privacy policies, form that contract.
How an order is accepted
When you place an order, you'll get an automated confirmation email. That email confirms we've received your order. The contract between us is formed only when we send a second email confirming that your order has been dispatched. Until then, we may decline or cancel any order, including (without limitation) where:
- An item is out of stock or has been discontinued.
- A price or product description was incorrectly listed.
- We can't verify the payment or the address.
- We suspect the order is for resale outside our trade programme.
If we cancel, we'll refund any money you've paid within 5 working days.
Prices and product info
Prices on the website are in pounds sterling (GBP). We are not currently VAT-registered, so we do not charge VAT on any of our products. If that changes in future, prices and invoices will be updated and this page will say so.
We do our best to show colours, paper and finishes accurately, but screens vary. Cards may differ very slightly between print runs because they're printed on recycled stock. We don't consider that a fault.
How you use our website
You're welcome to browse and share our pages. You may not:
- Copy or republish our designs, photography, copy or code without our written permission.
- Use our site to upload anything harmful, unlawful, defamatory or that infringes someone else's rights.
- Try to bypass any security or rate-limit, scrape large volumes of pages, or impersonate us or anyone else.
Intellectual property
All card designs, illustrations, copy lines, photography, the wordmark, the brand and the website are the property of Tolani Group Ltd or its licensors. Buying a card gives you the card. It does not give you the right to reproduce the design, sell prints of it, or use it in someone else's commercial work. If you'd like to license a design, email us.
Personalised orders
If you ask us to add a personal message, name or custom artwork, you confirm that you have the right to use the content you supply and that it isn't unlawful, harassing, abusive, hateful or infringing. We reserve the right to refuse any personalisation request that we consider offensive, threatening, discriminatory or illegal. If we refuse after you've paid, we'll refund you in full.
Trade and wholesale customers
If you've bought from us as a stockist or trade customer, the trade terms set out on our wholesale page (minimum order, payment terms, lead times, carriage, faulty stock) apply to your order in addition to these general terms. Where the trade terms and these general terms differ, the trade terms take priority for trade orders.
Our liability to you
We take real care over the cards we make and the things we say about them, but we have to be honest about what we can and can't be on the hook for.
To the extent allowed by UK law:
- We are not responsible for any loss that wasn't reasonably foreseeable, for loss of profit, for business interruption, for loss of business opportunity, or for any indirect or consequential loss.
- Where we are liable, our total liability is capped at the value of the order in question, except for liability that can't legally be limited.
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that the law says cannot be excluded. None of this affects your statutory rights as a consumer.
If something changes
We may update these terms from time to time. The version live on this page is the version that applies. If a change is significant, we'll flag it at the top of the page. The "Last updated" date at the top of this page tells you when the current version went live.
Governing law
These terms are governed by the laws of England and Wales. Any dispute will be subject to the non-exclusive jurisdiction of the English courts. If you're a UK consumer, you can also use the European Commission's Online Dispute Resolution platform, although you're not required to.
Privacy policy
What we collect, why, who we share it with, how long we keep it, and your rights.
Who controls your data
Tolani Group Ltd (trading as Lucky Goods Club) is the data controller for personal data collected through luckygoodsclub.com and through our trade and customer service channels. You can reach our data team at hello@luckygoodsclub.com with "Data request" in the subject line.
What we collect, and why
| Type of data | Why we collect it | Lawful basis |
|---|---|---|
| Name, billing address, delivery address, email, phone | To take and ship your order, send dispatch notifications, handle returns and answer enquiries. | Contract |
| Payment details (handled by our payment provider, not stored by us) | To take payment for your order. | Contract |
| Trade account details (shop name, VAT no., contact, address, social handles) | To set up a trade account, run credit checks where needed, and invoice you. | Contract, legitimate interest |
| Email address (marketing list) | To send you news, new ranges and trade updates, only if you've ticked the box. | Consent |
| Website analytics (pages viewed, device, approximate location, referrer) | To understand how the site is used and improve it. | Legitimate interest (anonymised where possible) or consent (where cookies require it) |
| Order and invoice history | To process refunds, comply with HMRC record-keeping rules, and provide customer service. | Legal obligation, contract |
| Correspondence (emails, contact form messages, social DMs) | To answer you and keep a record of what we've agreed. | Legitimate interest |
Where we get your data from
Mostly directly from you, when you place an order, set up an account, sign up to our list, or get in touch. We may also receive data from trade marketplaces (for example Faire) when you order through them, and from payment providers when they confirm a transaction.
Who we share your data with
We only share what's needed, with the partners we need to run the business. We don't sell your data. The categories are:
- Payment processors (such as Stripe or similar) to take payment securely. They are the controller of the payment data they handle.
- Couriers and fulfilment partners (Royal Mail and other couriers) to deliver your parcel.
- Email marketing platform (such as Mailchimp, Klaviyo or similar) to send you the newsletter you opted into.
- Website hosting and analytics (such as Squarespace, Shopify or a similar platform, plus a privacy-respecting analytics provider).
- Trade marketplaces (such as Faire) when you've ordered through them.
- Accountants, bookkeepers and HMRC for tax and statutory record-keeping.
- Professional advisers (lawyers, auditors) where we have to.
- Authorities where the law requires it.
International transfers
Some of our providers are based outside the UK, including in the European Economic Area and the United States. Where data is transferred outside the UK, we rely on adequacy decisions or the UK International Data Transfer Agreement (or equivalent safeguards) to protect it.
How long we keep your data
See our retention schedule in section 6 for the specifics. In short: order and tax records for 7 years (HMRC), trade account data for the life of the account plus 7 years, marketing data until you unsubscribe or fall inactive for 3 years.
Your rights
Under the UK GDPR you have the right to:
- Be told what we hold about you (access).
- Correct anything that's wrong (rectification).
- Ask us to delete data we no longer need (erasure).
- Restrict or object to certain processing.
- Move your data to another provider (portability).
- Withdraw consent at any time, where consent is what we're relying on.
To exercise any of these, email hello@luckygoodsclub.com with "Data request" in the subject line. We'll reply within one month. We won't charge you unless your request is clearly excessive or repetitive, in which case we'll explain any fee before doing the work.
Marketing
We only send marketing emails to people who have ticked a box or asked us to. Every email has a one-click unsubscribe at the bottom. If you've ordered from us as a trade buyer, we may send you occasional product and trade news on the basis of our legitimate interest in keeping stockists informed; you can opt out at any time.
Cookies
Our site uses a small number of cookies. The strictly necessary ones make the site work (cart, security, session). Analytics and any marketing cookies will only be set if you accept them in our cookie banner. You can change your preferences at any time using the cookie link in the footer.
Complaints
If you're not happy with how we've handled your data, please tell us first and give us the chance to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK regulator, at ico.org.uk or 0303 123 1113.
Retention schedule
How long we keep each type of personal data, and why.
We hold data for the shortest time we reasonably can, balanced against our legal duties (especially around tax records) and the need to handle returns, warranty queries, complaints and disputes. When the retention period ends, data is deleted or anonymised so it can no longer identify you.
| Category | How long we keep it | Why |
|---|---|---|
| Customer order & invoice records | 7 years from the end of the financial year in which the order was placed | HMRC requires us to keep tax records for 6 years; we keep 7 to be safe |
| Trade / wholesale account data (contact, billing, ship-to, credit terms) | For the life of the account, then 7 years after the last order | To service the account, evidence credit decisions, comply with HMRC |
| Customer service emails & correspondence | 3 years from the date of the last message | To handle follow-up queries, returns and disputes |
| Marketing list subscribers | Until you unsubscribe, or 3 years from your last open/click or order, whichever is sooner | To avoid emailing people who have lost interest, and to respect consent |
| Contact form & enquiry data (people who emailed but didn't buy) | 2 years from the last contact | To answer follow-ups and remember context |
| Web analytics data | Up to 26 months, aggregated and pseudonymised where possible | To understand site performance over a 2-year cycle |
| Trade show enquiry & appointment data (e.g. PG Live leads) | 3 years from the show | To follow up on stockist conversations and book future appointments |
| Payment records (the bits we hold, not the card data itself) | 7 years from the transaction | HMRC and audit requirements |
| Legal, compliance & complaint records | 7 years from the close of the matter, or longer if a legal hold applies | To defend or pursue any legal claim within the statutory limitation period |
| Cookies (consent record) | Up to 12 months from the date of consent, then re-requested | To evidence we asked properly and to refresh consent |
| Backups containing personal data | Rolling 90 days, then overwritten | To recover from accidental deletion or system failure without holding data long-term |
If you'd like a copy of the data we hold on you, or you want us to delete data we're not legally required to keep, see your rights in the privacy policy above.
Disclaimers
A handful of honest notes about our content, our cards and what you can and can't expect.
Website content
We write our product copy, our brand stories and our blog posts as carefully as we can, but we make no warranty that everything on the site is complete, accurate or current at all times. The site is provided "as is" and "as available". If you spot a mistake, please tell us so we can fix it.
Intellectual property
All content on this website, including text, illustrations, photography, the Lucky Goods Club wordmark, the brand identity and the underlying code, is the intellectual property of Tolani Group Ltd unless we say otherwise. You may share links to our pages and screenshots for personal, non-commercial use. You may not reproduce, distribute or sell our designs or content without our written permission. Trade and press users can ask for high-resolution assets and a usage licence at hello@luckygoodsclub.com.
Card finishes and product variation
Our cards are printed in Britain on FSC-certified recycled board, and packed in eco-kraft envelopes. Because we use recycled paper, the texture and shade of the board can vary very slightly between print runs. Colours on screen can also look different from colours on paper, depending on your device, browser and the lighting in your room. Both of these are part of the charm of a printed, paper-based product, not a fault.
Personalised content and offensive material
Where you add a personal message to a card, that message is your own content, not ours. We don't routinely read personalised messages, but we reserve the right to refuse to print any content that we consider unlawful, harassing, abusive, discriminatory, defamatory or that infringes someone else's rights. If we refuse, we'll refund you in full and explain why.
Third-party websites and links
Our site may link to third-party websites (for example PG Live, our trade marketplace listings, our payment provider, social media). We don't control those sites and aren't responsible for their content, accuracy, security or privacy practices. Their terms and policies apply when you use them.
Not professional advice
Anything we publish about sustainability, paper sourcing, printing techniques, retailing or running a creative business is offered as our experience and opinion. It's not legal, financial, tax, medical or other professional advice. If you need that kind of advice, please speak to a qualified professional in your jurisdiction.
AI-assisted content
Some operational copy on this site (for example help text, search results or chat replies) may be drafted or edited with AI tools, and is then reviewed by a human. We don't use AI to generate our card designs or our brand voice. If you spot something that reads off, let us know.
Limitation of liability
To the extent permitted by UK law, Tolani Group Ltd is not liable for losses caused by your use of, or reliance on, the content of this website, beyond the limits set out in section 4 (Terms of service). Nothing in this section limits any liability that cannot lawfully be limited.
Governing law
These disclaimers are governed by the laws of England and Wales, and any dispute is subject to the non-exclusive jurisdiction of the English courts.