Shipping & Pickup Policy
Last updated: 2026-08-01
This policy explains how and by when the physical prizes you win at LUXURY CRANE are handed over to you. It applies together with the Terms of Service and the Refund Policy.
1. Delivery method
Prizes are collected in person at the store you choose. Show the QR code issued in the app to a store staff member and the prize is handed over on the spot. Store locations and opening hours are listed on the "Stores" page of this website. Home delivery is not offered at this time. If we introduce it, this policy will be updated and announced in the app beforehand.
2. Collection deadline
Prizes must be collected within 14 days of the QR code being issued. · After that, the prize and its QR code expire automatically and can no longer be redeemed. · Expired prizes are not eligible for a refund (Refund Policy, section 4). · The app notifies you as the deadline approaches. You can change notification settings in the app.
3. Collection procedure
1) Open "My Prizes" in the app and choose the prize to collect. 2) Issue the QR code. 3) Visit the store and show the QR code to a staff member. 4) The staff member scans it, hands over the prize, and collection is complete. Each QR code can be used only once and is invalidated immediately after scanning. Your collection history is available under "Pickup History" in the app.
4. Costs
In-store collection carries no shipping fee or surcharge. The value of the prize is already covered by the points you spent.
5. Inspection and exchange
Please check the condition of the prize when you receive it. · If an item is defective on arrival, contact us within 7 days of collection with evidence (photos, etc.). We will exchange it for the same item or credit equivalent points. · If we cannot hand over a prize because it is out of stock or for reasons on our side, we will substitute an item of equal value or return the points spent on it.
6. Contact
For questions about collection, email luxurycrane.marketing@gmail.com or use the contact page. We reply within 3 business days.