Refund and Returns Policy

Lucy and Loo Convertible Wear | Last updated: 28 October 2026

We want you to feel confident with your Lucy & Loo purchase. This policy explains our voluntary change-of-mind arrangements and your rights if something goes wrong. Nothing here limits your rights under Australian Consumer Law.

1. Made-to-Order Garments

You may cancel a made-to-order garment order within 24 hours of placing it by emailing lucyandlooconvertiblewear@gmail.com with your order number. Eligible cancellations will be refunded to the original payment method. After 24 hours, change-of-mind cancellations are generally not accepted.

You may request an exchange or store credit within 14 days of delivery. The garment must be unworn, unwashed, in original condition, with original tags attached. Please obtain return approval before posting. Customers pay return postage for voluntary returns. Once received and inspected, we will arrange the approved exchange or store credit. Any additional exchange delivery charge will be confirmed in advance.

2. Ready-to-Wear Garments

You may request an exchange or store credit within 14 days of delivery. Items must be unworn, unwashed, in original condition, with tags attached, and approved for return before posting. Customers pay return postage for voluntary returns. Change-of-mind refunds are not offered. Any additional postage for an exchange will be confirmed in advance.

3. Sale and Clearance Items

Sale and clearance items are final sale for change of mind. No voluntary returns, exchanges or store credit are offered. Your statutory consumer rights still apply.

4. Fabric Swatches

Fabric swatches are not returnable for change of mind. Swatches can be purchased at https://lucyandloo.com.au/products/colour-swatches. Your statutory rights remain unaffected.

5. Accessories

Accessories are not eligible for change-of-mind returns or exchanges. Remedies remain available where required by Australian Consumer Law.

6. Faulty, Damaged or Incorrect Goods

Australian Consumer Law guarantees apply to all products, including made-to-order garments, ready-to-wear, sale items, accessories and swatches. If a product is faulty, not as described, incorrectly supplied or otherwise fails consumer guarantees, you may be entitled to a repair, replacement or refund depending on the circumstances. For major failures, you may be entitled to choose a refund or replacement. Contact us with your order number, details and photographs where helpful. We will cover or reimburse reasonable return postage where required by law.

7. How to Request a Voluntary Return

Email lucyandlooconvertiblewear@gmail.com within 14 days of delivery with your order number and request. Wait for approval and return instructions before posting. Send the item back unworn, unwashed, in original condition, with tags attached. We recommend tracked postage. Once received and inspected, an approved exchange or store credit will be arranged.

8. Refunds and Store Credit

Eligible cancellation refunds and refunds required by law will be processed to the original payment method where appropriate. Bank processing times vary.

Store credit for approved voluntary change-of-mind returns is valid for 3 years from issue. The expiry date will be communicated when issued. It may be used for future Lucy & Loo purchases and is not redeemable for cash except where required by law. These terms do not restrict statutory remedies.

9. Contact

Lucy and Loo Convertible Wear
Email: lucyandlooconvertiblewear@gmail.com
Phone: 0411 535 137
Website: https://www.lucyandloo.com.au