Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at hello@luciathelabel.com.au
FAQs
We offer free Australia-wide Express shipping for all orders over $150.00 AUD
- Flat rate standard shipping via Australia Post - $8.95 (orders under $150)
- Express shipping via Australia Post - $13.95 (orders under $150)
International Shipping -
New Zealand -
- Standard shipping $15, Express shipping $25
United States, Canada, United Kingdom and Singapore -
- Standard Shipping $25, Express Shipping $35
- Please contact us for any other requests - hello@luciathelabel.com.au
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Upon arrival to destination country, international orders may be subject to duties and taxes billed by the destination country's customs department. Any additional charges for customs clearance are the responsibility of the customer as we have no control over these charges and cannot predict what they may be.
All costs, both product and shipping, are in Australian Dollars.
If you have a special request please contact us - hello@luciathelabel.com.au
All orders will be posted same business day after receipt of payment, if order is received by 1 pm AEST. If order is placed after this time, your order will be posted the next business day.
When we receive your order an order confirmation email will be sent to you. When your order has been shipped you will receive another confirmation email with your tracking number.
All orders are sent with Australia Post.
Orders are shipped in 100% bio-degradable bags. These bags can be reused or added to your compost where they will bio-degrade in 3-6 months.
We offer refunds or exchanges for items returned in original condition (unworn, unwashed, with tags) within 14 days of you receiving them.
To start a return or exchange, simply click our RETURNS PORTAL HERE
Once we receive your return and confirm it meets our policy, we'll process it within 2-3 business days. If there's any issue, we'll reach out for your instructions.
You'll need to cover return shipping unless the item is faulty, or you'd like an exchange or store credit. In these cases, we'll also cover shipping for your new item.
Remember to use tracked shipping for your return - we can't take responsibility for lost items.
If you used AfterPay, they'll email you about your account changes. We'll email you when your refund is processed.
We accept all major credit cards, Paypal and Afterpay.
Afterpay is an interest-free payment plan option that we offer on all Australian orders.
It is similar to lay-by, except your order is sent immediately. Afterpay offers an instalment plan which means you can pay off your purchase in 4 equal instalments due every fortnight and there is no interest added to your purchase.
First-time Afterpay customers provide payment details as per usual; whilst returning customers can just log in to make a new purchase.
To use Afterpay, select the Afterpay option at checkout. After checkout, your order will be shipped to you as per our standard shipping. You can log into your Afterpay account at any time and see your payment schedule and even make a payment before the due date. If no pre-payments are made, Afterpay will automatically deduct the payments from your debit or credit card every fortnight on the payment date.
For more information please visit AfterPay
Lucia the Label is designed in Australia and ethically made in Bali by our small sewing team.
Lucia the Label is available exclusively at our online store. We are currently not offering wholesale as we are trying to keep our prices as low as possible for our customers.
We only use natural fabrics. At this stage all our sleepwear is made from rayon, which is breathable and soft to the touch and has a beautiful drape. All fabric is washed before production. We have plans to add cotton and Lyocell to our future collections.