2. Returns and Refund Policy
Last updated: 23 August 2026
At Lucy Australia, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through www.lucyaustralia.com.
30-day money-back guarantee
We offer a 30-day money-back guarantee in addition to your rights under the Australian Consumer Law.
If you are not happy with your order, have ordered the wrong size or simply decide that an item is not quite right for you, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
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Your full name
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Your order number
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The email address used for your order
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The reason for the return
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Clear photos if the item is damaged, faulty or incorrect
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Any other details that may help us understand how we can assist you
Our team will review your request and reply with the appropriate next steps.
Our 30-day money-back guarantee is a voluntary policy offered by Lucy Australia and does not limit any rights you may have under the Australian Consumer Law.
Return approval
Please contact us before sending any items back.
Returns under our voluntary 30-day money-back guarantee must first be requested through Lucy Australia by email.
Once your return request has been reviewed, we will provide you with the appropriate return instructions and the correct return address.
Some of our products are shipped directly by international suppliers. As a result, the designated return address may be located overseas, including in China.
Please do not send your return to the address shown on the original parcel unless we have specifically instructed you to do so, as this may not be the correct return location.
Return shipping costs
Customers are responsible for arranging and paying the return shipping costs to the return address provided by Lucy Australia.
As some products are shipped directly by our international suppliers, the designated return address may be located in China. Where this applies, the customer is responsible for arranging and paying the international return shipping costs upfront.
For change-of-mind returns, including incorrect size selection or items that are no longer wanted, return shipping costs are not reimbursed.
We strongly recommend using a tracked shipping service and keeping your postage receipt and tracking information until your return has been completed.
If an item is returned because of an alleged fault, damage or another issue covered by the Australian Consumer Law, the customer may initially be required to arrange and pay for the return postage. If, after assessment, the item is confirmed to have a problem covered by the Australian Consumer Law, Lucy Australia will reimburse reasonable return postage costs where required by law.
Nothing in this section excludes or limits your rights under the Australian Consumer Law.
Tracking required for returns
For returns under our voluntary 30-day money-back guarantee, customers must provide valid return tracking details.
A refund for a change-of-mind return will generally only be processed after the returned item has been received and inspected at the designated return location.
If a change-of-mind return is lost in transit and delivery cannot be confirmed, we may be unable to process the refund.
We therefore strongly recommend keeping your tracking information and postage receipt until your return has been completed.
This does not limit any rights or remedies available to you under the Australian Consumer Law.
Condition of returned items
To be eligible for a return under our voluntary 30-day money-back guarantee, the item must generally be:
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Unworn
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Unwashed
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Unused
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In its original condition
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Returned with original tags and packaging where reasonably possible
Items that show signs of wear, washing, use, stains, perfume, makeup, damage caused after delivery or alterations may not be accepted as a change-of-mind return.
These conditions apply to our voluntary return policy and do not limit your rights under the Australian Consumer Law.
Items that may not be eligible for return
The following items may not be eligible for returns under our voluntary change-of-mind policy:
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Gift cards
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Items clearly marked as final sale
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Personal or hygiene-related items where a change-of-mind return would not be appropriate
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Items that have been worn, washed, used or altered
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Items returned outside the 30-day return period
These exclusions apply to voluntary change-of-mind returns only.
Sale, clearance and final-sale items remain covered by the consumer guarantees under the Australian Consumer Law where applicable.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty, incorrect or does not match its description, please contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos of the item and packaging where possible.
We will review the information provided and advise you of the appropriate next steps.
Where a return is required for assessment, you may initially be required to arrange and pay for return shipping to the designated return address. Depending on the product, this address may be located overseas, including in China.
If, after assessment, the item is confirmed to have a problem covered by the Australian Consumer Law, Lucy Australia will provide an appropriate remedy and reimburse reasonable return postage costs where required by law.
Your rights under the Australian Consumer Law are not excluded or limited by this policy.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances and whether the problem is major or minor.
Your rights under the Australian Consumer Law are separate from our voluntary 30-day money-back guarantee and may continue beyond the 30-day period.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
Refund processing
Once an eligible change-of-mind return has been received and inspected, we will notify you by email regarding the outcome of your return.
If your refund is approved, it will be processed back to your original payment method.
Please allow additional time for your bank, card provider or payment provider to process the refund after it has been issued.
Return shipping costs for change-of-mind returns are not refundable.
Refunds and other remedies for products that do not meet an applicable consumer guarantee will be handled in accordance with the Australian Consumer Law.
Exchanges
We may offer an exchange depending on the circumstances and product availability.
To request an exchange, please contact us at:
We will review your request and let you know what options are available.
For voluntary exchanges, including where an incorrect size was selected, applicable return shipping costs are the responsibility of the customer.
This does not limit any rights you may have under the Australian Consumer Law.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it.
If your order has already been processed or dispatched, cancellation may no longer be possible. You may still request a return after receiving your order in accordance with this policy.
Contact us
For questions about returns, refunds, exchanges or your order, please contact us at: