Refund policy

Our Approach to Returns

Lucy's Luxury operates as a luxury consignment business, not a traditional retailer. Every piece we sell has passed through our own authentication and condition assessment, and each piece is sold on behalf of the consignor who entrusted it to us. For this reason, all sales are final. We do not offer refunds or exchanges for change of mind returns as a standard practice, however you may be entitled to a remedy under the Australian Consumer Law, and this policy does not exclude those rights.

On rare occasions, and in specific circumstances outlined below, we may consider an exception at our discretion.

Fit Related Exceptions (Ready to Wear)

If a Ready to Wear piece does not fit, please contact us within 48 hours of delivery.

If the piece is too large
A return will not be accepted. We recommend having the piece professionally altered to achieve the best fit.

If the piece is too small
This may be considered as an exception, assessed case by case. If approved, the piece will be accepted as a return on the following conditions:

  • The piece must be returned to us unworn, in its original condition, with all original inclusions such as the box and dust bag
  • We will provide you with a tracked and insured return shipping label. The cost of this label will be deducted from your store credit
  • You will receive store credit only. No cash refund applies
    Store credit is not refundable and must be used on a future purchase

 

How your store credit is calculated
Every piece we sell is sold on behalf of a consignor. The way your store credit is issued depends on whether that consignor has already been paid for the piece. We will confirm which applies to your return once it has been approved.

Where the consignor has not yet been paid
This applies to most returns. Once the piece is received and its condition is confirmed, we will issue store credit for the original purchase price of the piece, less the cost of the return shipping label. Original delivery fees are not included. You will not need to wait for the piece to resell.

Where the consignor has already been paid
The piece will be placed and resold at the original price you paid. Once the piece has sold, store credit will be issued for the final resale price achieved, less the cost of the return shipping label. In some cases the resale price may be lower than your original purchase price, for example if the piece sells during a sale period or the consignor requests a price adjustment. We will always aim for the strongest possible resale outcome, however final resale pricing and sale value cannot be guaranteed.

We are not responsible to you for any loss on a resale under this provision and while all efforts will be made to ensure the resale price is the best price achievable, we provide no guarantees as the market demand and forces are out of our control.

This consignment option is offered only for fit-related exceptions to our return policy and does not limit or exclude any rights under Australian Consumer Law.

Shoes

As shoes cannot be altered, a return for shoes that are too small or too large may be considered as an exception, under the same process and conditions as Ready to Wear pieces above, including how store credit is calculated.


Bags, Accessories, and Jewellery

These categories are not eligible for return under any circumstances, including fit or change of mind. This applies without exception, however you may be entitled to a remedy under the Australian Consumer Law, and this policy does not exclude those rights.


Faulty or Damaged Pieces

If a piece arrives faulty or damaged, and this was not disclosed to you and not caused after delivery, please contact us within 48 hours of the delivery date and time with clear photos and a description of the issue. Faulty pieces may be eligible for a refund or replacement after assessment by our customer service team. Some assessments may require a review by the supplier, which can take 2 to 6 weeks. We'll do our best to resolve it as quickly as possible.

Where a fault is confirmed:

  • A full return will be accepted
  • We will provide a return shipping label at our cost
  • A full refund will be issued to your original payment method once the piece is received back and the damage confirmed

 

This is the only circumstance in which a refund, rather than store credit, applies.


Timeframes

  • Faulty or damaged pieces must be reported within 48 hours of delivery
  • All other return enquiries must be raised within 48 hours of delivery
  • Any approved return must be shipped back to us within 7 days of the original delivery date
  • Returns raised outside these timeframes may be declined
  • Pieces must remain unworn and in original condition while a return is under review
  • Tracking information must be provided once an approved return has been shipped


How to Request a Return

You can reach us by email at hello@lucysluxury.com.au, or by phone on +61 2 6680 9131.