Returns policy
Our goal is for you to love your garment. If something isn't right, we're here to help.
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 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 exchanges*
RETURNS
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 your return and confirm the item(s) are in saleable condition, 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.
EXCHANGES
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 return
- 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.
FAULTY OR INCORRECT ITEMS
If you receive an item that is faulty, damaged, or incorrect, please contact us within 21 days of delivery at hello@luciainwood.com with the following:
- Your order number
- A description of the issue
- Photo and video of the fault or incorrect item
We will assess your claim and, where applicable, arrange a replacement, exchange, or full refund at our discretion. We will cover all return shipping costs for faulty or incorrect items.
ORDER FULFILMENT VIDEO RECORDING
For the protection of both our customers and our business, LUCIA INWOOD employs video recording technology at all order packing stations. A video record is kept of every order as it is packed and sealed. If a claim is made regarding a damaged, missing, or incorrect item, this footage will be reviewed by our customer service team to verify the contents and condition of the item(s) prior to dispatch.
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality. Nothing in this policy limits or excludes your rights under the ACL.
QUESTIONS?