Returns & Exchanges

Extended Christmas returns

To make your Christmas shopping easier, we’ve extended our returns policy!

For full-price items, refund, exchange or store credit is available within 14 days of dispatch date. After this period, returns made up until December 29th will be eligible for store credit only.

 

Returns policy

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.

    Note: Any items 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

    Important:

    • We can only accept returns that have been processed through our online returns portal.
    • Use tracked shipping for your return, as we can’t take responsibility for lost items.
    • You will be responsible for the cost of return shipping (excluding faulty or incorrect items).

    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.