Frequently Asked Questions

 

We want you to love your Lucia sleepwear!

If something isn’t quite right, our returns and exchanges process is simple and straightforward.

Return Elegibility:

• Full-Priced Items (including purchases made with a sign-up discount) are
  eligible for refund, store credit, or size exchange (if size is available).  Initial shipping cost is non-refundable.
• Sale Items are only eligible for store credit. Refunds are not issued for sale items.
• Non-Refundable Items - Gift cards are non-refundable. Orders paid partially or fully with gift cards are only eligible for exchange or store credit.
  International orders are only eligible for store credit.

Conditions for Returns:

To qualify for a return or exchange, items must:

• Be in original condition (unworn, unwashed, and with all tags attached).
• Be neatly folded and include the drawstring bag and scrunchie.
• Be started within 14 days of the dispatch date.
• Be posted back to us within 3 business days of receiving approval.

Important:

• We can only accept returns that have been processed through our online returns portal.
• For Returns: We will email you a return shipping label, and $10 will be deducted from your refund to cover this cost.
• For Exchanges: You will be responsible for paying the return postage to send the item back to us, but we will cover the cost of shipping the exchanged item back to you.
• Items that are returned in a damaged or worn condition, have missing tags, missing drawstring bag or scrunchie, or missing original packaging will not be accepted.

• Returns Due to Address Errors If your package is returned to us due to an error in the address provided at checkout, a re-delivery fee of $10 will apply to resend your order. Please ensure your shipping details are correct to avoid delays.
  Refunds will not be issued for return-to-sender items. Instead, store credit will be issued, minus any additional postage costs incurred.

• Refunds: If your order qualified for free shipping, the original shipping cost will be deducted from your refund.

Note: Any items returned without going through our Returns Portal, or returned in a damaged or worn condition, missing tags, missing drawstring bag or scrunchie or missing original packaging will not be accepted. You will be responsible for shipping costs to have the item sent back to you.

How to Start a Return or Exchange:

1. Visit our Returns Portal to start the process.
2. Select your preferred option: refund, exchange, or store credit.
3. Post your item to:
   Lucia
   PO Box 3113, Norman Park QLD 4170

What Happens Next?

• Processing Time: Once we receive your return and confirm it meets our policy, we’ll process it within 2–3 business days.
• Exchanges: We’ll send your new item and cover the return shipping cost to you.
• Refunds: If your order qualified for free shipping, the original shipping cost will be deducted from your refund. Refunds will be processed to your original payment method.
• Store Credit:  You will receive a unique code via email, which can be used to shop at our online store.

 For Faulty or Incorrect Items:

We take quality seriously, and we’re sorry if you've received a faulty item, but we'll make it right for you.  

1. Email us at hello@luciathelabel.com.au with a photo of the issue.
2. We’ll arrange a refund or exchange and cover all postage costs.

Additional Information:

• If your return is rejected (e.g., item doesn’t meet conditions), you’ll be responsible for shipping costs to have the item sent back to you.
• Refunds for AfterPay purchases will be updated directly in your AfterPay account.
• Gift cards are non-refundable.
• Refunds are not available for previously exchanged orders. Only store credit will be issued for these returns.
• If you have any questions, don’t hesitate to reach out to us at hello@luciathelabel.com.au.

 

 

Quality matters! All our garments go through strict quality control, but if something slips through, we apologise. Contact us at hello@luciathelabel.com.au with a photo of the fault, and we'll refund/exchange, and cover all postage costs.