Refund policy
No refunds or exchanges will be made on sale items, unless faulty.
As we provide free fabric samples, we will not exchange or refund your purchase if you change your mind on the colour of your garment. However if the garment is the wrong size, we will happily exchange it for you. Please note exchanges may be subject to original order times, please contact us to discuss within 5 days of receipt of your order.
Strict quality control takes place before the items leave Lucy and Loo. If your goods are Faulty, these will be repaired or replaced.
Special return offers apply to individuals only.
Due to health regulations, we are unable to exchange “Secret Weapons”.
We recommend sending returns via registered post as we do not accept responsibility for lost items.
We will happily exchange or refund your item provided the item its original condition with the original tags attached.
See below for the time frame your exchange or refund must be made in:
– Exchanges (full price items) – 14 days from date of purchase
– Refunds (full price items) – 14 days from date of purchase
REFUNDS AND RETURNS ARE NOT AVAILABLE ON SALE ITEMS OR FREE PROMOTIONAL ITEMS.
Order Cancellations
The entire Lucy and Loo collection is made to order. Once an order has been paid for in full, the garments are manufactured especially for you. We do not hold stock. Cancellations made before manufacturing begins will be accommodated only.
Lucy and Loo Layby program requires a non refundable payment of 25% of the total purchase amount and will be held for no longer than six months. This payment is non refundable if you cancel your order. Layby orders must be placed by email and agreed to in advance. Acceptance of Layby orders is at the discretion of Lucy and Loo.