Frequently asked questions
How to return an item?
We accept change of mind returns subject to the following conditions:
- Items must be returned within 21 days from the date of delivery. Returns requested outside of this window will not be accepted.
- Items must be unworn, unwashed, and free of any snagged threads, stains, fragrances, perfumes, body odours, smoke, or cosmetics.
- Items must be returned in their original packaging with all original tags attached.
- All items must be returned in a bubble mailer for protection.
- Return shipping costs for change of mind returns are at the customer's expense.
- All returns and exchanges remain the responsibility of the purchaser until received.
- Once we receive your return and con rm the item(s) are in saleable condition, a full refund will be issued to your original payment method.
- Refunds are typically processed within 5–7 business days of us receiving the return.
Please note: All returned items need to be in saleable condition, should the returned item(s) be in unsaleable condition we reserve the right to refuse a return and we will cover the costs to ship the item(s) back to you.
*Same conditions apply for exchanges*
To start a return, please email us at hello@luciainwood.com with:
- Your order number
- Photo and video of the item(s) you wish to return
- The reason for your return
We aim to respond to all enquiries within 2 business days. Once we review and approve your request to initiate a return, we will reply with step-by-step instructions on how to safely pack and ship the item(s) back to us. As soon as we receive the item(s) and con rm
the conditions in the return and exchange policy have been met, we will immediately initiate the refund to your original payment method and send you an email confirmation.
Please do not send items back without contacting us first, as we may not be able to process unauthorised returns.
How to exchange an item?
We accept exchanges subject to the following conditions:
- Items must be returned within 21 days from the date of delivery. Returns requested outside of this window will not be accepted.
- Items must be unworn, unwashed, and free of any snagged threads, stains, fragrances, perfumes, body odours, smoke, or cosmetics.
- Items must be returned in their original packaging with all original tags attached.
- All items must be returned in a bubble mailer for protection.
- Return shipping costs for change of mind returns are at the customer's expense.
- All returns and exchanges remain the responsibility of the purchaser until received.
- Once we receive your return and confirm the item(s) are in saleable condition, a full refund will be issued to your original payment method.
- Refunds are typically processed within 5–7 business days of us receiving the return.
Please note: All returned items need to be in saleable condition, should the returned item(s) be in unsaleable condition we reserve the right to refuse a return and we will cover the costs to ship the item(s) back to you.
*Same conditions apply for returns*
To start an exchange, please email us at hello@luciainwood.com with:
- Your order number
- Photo and video of the item(s) you wish to exchange
- The reason for your exchange
We aim to respond to all enquiries within 2 business days. Once we review and approve your request to initiate an exchange, we will reply with step-by-step instructions on how to safely pack and ship the item(s) back to us. As soon as we receive the item(s) and confirm the conditions in the return and exchange policy have been met, we will
immediately initiate the exchange process. Exchanges are subject to stock availability.
Please note that while customers are responsible for the shipping costs to return the original item(s) to us, we cover the shipping costs to send the new exchanged item(s) back to you.
Please do not send items back without contacting us first, as we may not be able to process unauthorised exchanges.
Can I cancel my order?
If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible at hello@luciainwood.com and we will do our best to accommodate your request.
Once an order has been dispatched, it cannot be cancelled. When you receive the order, you may initiate a return.
How much does shipping cost?
We offer free standard shipping on all orders Australia-wide — no minimum spend required. If you'd prefer express shipping, this is available for a flat fee of $15.00.
Is signature required upon delivery?
Due to the high value of our products a signature is required upon delivery. If no one is available to sign for the parcel, it will be redirected to the nearest post office for collection at your convenience.
What happens if I miss my delivery?
Not to worry! If no one is available to sign at the time of delivery, Australia Post will leave a card at your door with instructions on how to collect your parcel from your nearest post office. You can also manage redelivery options through the Australia Post app or website using your tracking number.
How long will my order take to arrive?
We work quickly to ship your order as soon as possible. Orders are processed and dispatched within 1–2 business days. Standard shipping typically takes 5–7 business days, while express shipping arrives in 2–3 business days.
Where does Lucia Inwood ship to?
At this time, we do not offer international shipping and only fulfill orders within Australia.
However, we are working hard to bring our collections to the rest of the world very soon.
If you are located overseas and would like to be notified when we begin international delivery, please follow us on social media for updates.
How do I care for my silk pyjamas?
Hand wash separately and softly in cool water with a silk-friendly cleanser, never wringing or twisting, and let it dry in the quiet shade. A light steam on the reverse will restore its elegant drape.
Please be mindful of rough surfaces, pets and jewellery that may catch on the silk.
Can I change my address?
Unfortunately we are unable to make changes to the delivery address once an order is placed.
However, you may be able to redirect the order to a new address via Australia Post. Simply go to the Australia Post website, search for the “parcels in transit” section and follow the instructions.
More questions?
Please contact us at hello@luciainwood.com