Terms and Conditions

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

Thank you for shopping with Lucy & Loo. These terms explain how ordering and purchasing through our website works. Please also read our Refund, Shipping and Privacy Policies. By placing an order, you agree to these terms, subject to your rights under Australian law.

1. Placing an Order

Orders placed through www.lucyandloo.com.au are subject to payment authorisation, availability and reasonable verification checks. An order acknowledgement confirms receipt, not necessarily acceptance. We accept an order when we confirm that we can fulfil it. If we cannot fulfil an order, we will contact you to discuss an alternative or refund the amount paid for the unavailable items. We may decline or cancel an order for genuine pricing errors, suspected fraud or inability to supply, subject to applicable law.

2. Made-to-Order and Ready-to-Wear Products

Most Lucy & Loo garments are made to order in your selected style, size and colour. These are usually dispatched approximately 4 weeks after order confirmation. This is an estimate, not a guaranteed delivery date.

Ready-to-wear products are generally dispatched within 2 business days of payment confirmation, subject to stock availability and circumstances beyond our reasonable control. Business days exclude weekends and public holidays applicable to our operations.

3. Cancellations and Order Changes

Made-to-order garment orders may be cancelled within 24 hours of placing the order. Email 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.

For ready-to-wear orders, contact us promptly if you wish to cancel or change an order. We will try to assist before dispatch. Requests to amend a made-to-order garment are subject to production arrangements and cannot be guaranteed. These conditions do not limit statutory rights.

4. Prices and Payment

Prices are stated in Australian dollars (AUD). Applicable shipping costs and any taxes collected by Lucy & Loo are shown at checkout before payment. Payment is processed using the methods offered at checkout. We may change prices for future orders; if a genuine pricing error affects your order, we will contact you with available options in accordance with law.

5. Australian Shipping and Delivery

We currently sell and ship within Australia only. Standard shipping is a flat $20 AUD and Express shipping is a flat $30 AUD, with no order-value or weight conditions. Express shipping affects the delivery service after dispatch; it does not speed up made-to-order production.

Orders containing both ready-to-wear and made-to-order items are shipped together when all items are ready. Separate dispatch may be requested and additional shipping costs may apply; we will confirm charges before proceeding. Delivery transit time is additional to production and dispatch time. If your address needs correction, email lucyandlooconvertiblewear@gmail.com promptly with your order number. Changes may not be possible after dispatch. See our Shipping Policy: https://lucyandloo.com.au/policies/shipping-policy.

6. Fabric Swatches and Colour Selection

Fabric swatches are available for purchase at https://lucyandloo.com.au/products/colour-swatches. Complimentary swatches are not offered. We recommend ordering swatches before selecting a garment colour, especially for coordinated outfits. Screen settings and lighting may affect colour appearance. This does not limit your rights where goods are not as described or otherwise fail consumer guarantees.

7. Change-of-Mind Returns and Exchanges

Made-to-order garments: after the 24-hour cancellation period, no change-of-mind refunds are offered, but exchanges or store credit may be requested within 14 days of delivery.

Ready-to-wear garments: exchanges or store credit may be requested within 14 days of delivery; no change-of-mind refunds are offered.

For either category, garments must be unworn, unwashed, in original condition and with tags attached. Contact us for approval and return instructions before posting. Customers pay return postage for voluntary returns. Additional exchange dispatch postage may apply and will be confirmed in advance.

Sale and clearance items are final sale for change of mind. Fabric swatches cannot be returned for change of mind. Accessories are not eligible for change-of-mind returns or exchanges. Store credit issued for approved voluntary returns expires 3 years after issue, subject to applicable law. See our Refund Policy: https://lucyandloo.com.au/policies/refund-policy.

8. Faulty, Damaged or Incorrect Goods

All products, including made-to-order garments, sale items, accessories and fabric swatches, are subject to applicable Australian Consumer Law guarantees. Depending on the circumstances, a consumer may be entitled to a repair, replacement or refund. For major failures, the consumer may be entitled to choose a refund or replacement. Contact lucyandlooconvertiblewear@gmail.com with your order number and details of the issue; photos can help. Reasonable return costs will be covered or reimbursed where required by law. No voluntary return condition limits these rights.

9. Privacy and Marketing

We use personal information to process orders, arrange delivery, respond to enquiries and operate the website, as described in our Privacy Policy: https://lucyandloo.com.au/policies/privacy-policy. Transactional messages may be sent as needed for your order. Marketing messages will be sent only as permitted by law, with consent where required and an unsubscribe option.

10. Website Content and External Links

Lucy & Loo branding, images, copy and designs are owned by us or used with permission, unless stated otherwise. You may use website content for personal, non-commercial purposes, but may not reproduce it commercially without permission except as allowed by law. We aim for accurate descriptions and information, but errors can occur. Third-party links are provided for convenience; external sites operate under their own terms.

11. Liability and Consumer Rights

We take reasonable care in operating our website and supplying goods. To the extent permitted by law, we are not responsible for losses arising from circumstances outside our reasonable control. Nothing in these terms excludes, restricts or modifies consumer guarantees, remedies or other rights that cannot lawfully be excluded.

12. Updates to These Terms

We may update these terms and publish a revised date. The terms applicable to an order will generally be those in effect when it was placed, subject to applicable law.

13. Contact

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