Returns & Exchanges
Returns & Exchanges
We want you to love your Lucia sleepwear. Here's how returns and exchanges work.
The Lucia Fit Guarantee — Free First Exchange
If the fit isn't quite right, we've got you covered.
On full-priced orders (including first-time discount code and Buy 2, Get $40 Off orders), your first size exchange is free:
- We email you a prepaid return label
- Your new size ships out via Express Post — on us
Prefer a different style? Choose store credit and shop whatever you love.
This covers one free exchange request per order. You can swap multiple items in that request, as long as you send them back together. Need to exchange again after that? You'll cover postage both ways.
Refunds & Store Credit
What you're entitled to depends on your order type:
| Order type | Options |
|---|---|
| Full-priced (incl. sign-up discount & Buy 2, Get $40 Off) | Exchange, refund, or store credit |
| Sale items | Store credit only |
| International orders | Store credit only |
| Gift cards | Non-refundable — items bought with a gift card can be exchanged or refunded as store credit |
Note: If returning an item drops your order below the threshold for Buy 2, Get $40 Off, we'll remove the $40 discount before calculating your refund. Choose store credit instead and you'll receive the full amount you paid for that item.
Refund Fee
A $10 return shipping fee is deducted from refunds to your original payment method.
Store credit and Lucia Fit Guarantee exchanges on full-priced orders don't have this fee.
Return Conditions
To be accepted, your item must be:
- Unworn and unwashed, with tags still attached
- Folded neatly, with the drawstring bag and scrunchie included
- Requested within 14 days of receiving your order
- Posted back within 3 business days of receiving your return label
Items that are worn, washed, damaged, or missing tags, bag or scrunchie won't be accepted.
All returns and exchanges must be requested through our online returns portal — we can't process anything sent outside it. Faulty items are the exception (see below).
How to Start a Return or Exchange
- Start your return or exchange and enter your order number and email
- Choose an exchange, store credit or refund
- Once your request is approved, we'll email your prepaid return label and posting instructions
What Happens Next
Once your return arrives and we've checked it:
- Exchange: your new size ships via Express Post
- Store credit: issued as a Lucia gift card and emailed to you. Use it at checkout, and any unused balance stays on your card.
- Refund: processed to your original payment method within 2–3 business days, minus the $10 fee
Faulty or Incorrect Items
We're sorry — occasionally we, or our Bali sewing team, get something wrong.
Email hello@luciathelabel.com.au with a photo, and we'll sort a refund or exchange and cover all postage. This doesn't affect your rights under the Australian Consumer Law.
Good to Know
- New Zealand returns: please post your return to us with any carrier you like. Return postage is at your cost, and we recommend a tracked service
- Incorrect address: if your order comes back to us because of an incorrect delivery address, we can re-send it for a $10 re-delivery fee
- Return-to-sender parcels: issued as store credit (not a refund), minus postage
- Rejected returns (items that don't meet our conditions above) are sent back to you at your cost
- Afterpay: refunds are updated directly in your Afterpay account
- Exchanged orders: if you need to return an already-exchanged item, it's only eligible for store credit — not a refund
Questions? Email hello@luciathelabel.com.au.