Shipping costs associated with the return of items are considered the responsibility of the customer. You are welcome to return items via your preferred shipping provider. We recommend using a trackable postage method.

After registering your return request in our system, you will receive an email with the return instructions, return address and the Return Authorisation number (RA#)

Please include the original Order Confirmation (you may print it from your email instead) with the filled out RA number.

You will be notified by email once your return has been received and processed.

All accepted returns are credited to the account used to originally purchase the items (card refunds may take up to 15 business days for your bank to complete). To make sure your items are eligible for return and to speed up the return process, please return your items within 14 days of receiving your delivery.

Please include the original Order Confirmation (or printed order confirmation) with the completed RA Number received in the email.

We do not accept returns on items with damaged or broken packaging and perforation labels, or on clothing items with signs of wear. Returns are not available for gift cards.

LUCY does not accept returns or complaints for products purchased in stores other than our online store.