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 exchange is free:
- We send you a prepaid return label
- Your new size or style ships out via Express Post — on us
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 that $40 discount before calculating your refund.
Refund Fee
A $10 return shipping fee is deducted from all refunds.
This fee is waived for Lucia Fit Guarantee exchanges on full-priced orders.
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
- Started within 14 days of receiving your order
- Posted back within 3 business days of approval
Items that are worn, damaged, or missing tags, bag, scrunchie, or packaging won't be accepted.
All returns must go through our [Returns Portal] — we can't process anything sent outside it.
How to Start a Return or Exchange
- Go to our [Returns Portal]
- Choose refund, exchange, or store credit
- Follow the instructions, including where to post your item
What Happens Next
- Exchange: ships via free Express Post once we receive your return
- Refund: processed to your original payment method within 2–3 business days, minus the $10 fee
- Store credit: a unique code emailed to you
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.
Good to Know
- Wrong address at checkout: if your return is sent back to us because of an incorrect delivery address, a $10 re-delivery fee applies
- 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.