9. Frequently Asked Questions
Last updated: 23 August 2026
Below you’ll find answers to some of the most common questions about ordering from Lucy Australia.
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After your order has been processed and dispatched, delivery usually takes 3 to 7 business days.
Delivery times are estimates and may occasionally vary due to carrier delays, peak sale periods, Australian public holidays or other circumstances outside our reasonable control.
Where do you ship from?
Some Lucy Australia products are shipped directly from our suppliers.
Depending on the product, your order may be dispatched from an overseas location, including China.
Rather than having the item shipped to us first and then forwarded to you, direct fulfilment allows the order to begin its journey to you without this additional handling step.
Do you offer free shipping?
Yes. We offer free shipping across Australia, unless clearly stated otherwise at checkout.
Depending on the product, dispatch location and delivery address, your order may be handled by Australia Post, a local delivery partner or an international shipping partner.
Do you offer returns?
Yes. Lucy Australia offers a 30-day money-back guarantee in addition to your rights under the Australian Consumer Law.
If you change your mind, order the wrong size or decide that an item is not quite right for you, please contact us within 30 days of receiving your order.
For full eligibility requirements and conditions, please refer to our Returns and Refund Policy.
How do I start a return?
Please email us at:
Include your full name, order number, the email address used for your order and the reason for your return.
If your item is damaged, faulty or incorrect, please also include clear photos showing the issue where possible.
Please wait for our return instructions before sending your item back, as the correct return address may differ from the address shown on your original parcel.
Where do I send my return?
Once your return request has been reviewed, Lucy Australia will provide you with the appropriate return instructions and designated return address.
Some products are shipped directly by our international suppliers. As a result, the designated return address may be located overseas, including in China.
Please do not send an item back before receiving the correct return instructions from us.
Who pays for return shipping?
Customers are responsible for arranging and paying the applicable return shipping costs to the return address provided by Lucy Australia.
For change-of-mind returns, including incorrect size selection or items that are no longer wanted, return shipping costs are not reimbursed.
If the designated return address is located in China, the customer is responsible for arranging and paying the international return shipping costs.
If an item is returned because of an alleged fault, damage or another issue covered by the Australian Consumer Law, you 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 limits your rights under the Australian Consumer Law.
When will I receive my refund?
For an eligible change-of-mind return, your refund will generally be processed after the returned item has been received, inspected and approved at the designated return location.
Approved refunds are issued to the original payment method.
After we issue the refund, your bank, card issuer or payment provider may require additional time for the funds to appear in your account.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as possible at:
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.
If the item is confirmed to have a problem covered by the Australian Consumer Law, we will provide an appropriate remedy in accordance with your applicable consumer rights.
Can I cancel or change my order?
If you need to cancel your order or correct your shipping details, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to assist you.
Once an order has been processed or dispatched, we may no longer be able to cancel the order or change the delivery details.
How can I contact Lucy Australia?
If you have a question about your order, delivery, return or anything else, please contact our customer support team:
Email: info@lucyaustralia.com
Website: www.lucyaustralia.com
We’ll be happy to help.