Returns & Refund Policy

Your satisfaction is important to us at Lucy’s Lane Melbourne. If something about your order isn’t quite right, we’re here to help.

This Returns & Refund Policy explains our 30-day return process, the conditions that apply to change-of-mind returns, how return shipping works, and the options that may be available if there is an issue with your order.

1 — 30-Day Return Policy

Lucy’s Lane Melbourne offers a 30-day return period for eligible change-of-mind returns.

You have thirty (30) calendar days from the date your order is delivered to request and return an eligible item.

If an order is delivered in multiple parcels, the 30-day period begins when the final parcel from that order is delivered.

Both defective and non-defective products may be eligible for return, subject to the conditions outlined in this policy.

Our voluntary 30-day change-of-mind return policy is provided in addition to any rights and remedies you may have under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any consumer rights that cannot legally be excluded.

2 — Condition of Change-of-Mind Returns

For a change-of-mind return to qualify under our 30-day return policy, the item must be returned in its original condition:

• Unworn, unused, unwashed, and undamaged
• With original tags attached, where applicable
• In its original packaging, including any accessories or instructions supplied with the product
• Accompanied by proof of purchase, such as your order confirmation, invoice, or delivery note

We may decline a change-of-mind return if the product has been worn, used, washed, damaged after delivery, or is otherwise no longer in its original condition.

These conditions apply to our voluntary change-of-mind return policy. They do not limit any rights or remedies available under the Australian Consumer Law where a product fails to meet an applicable consumer guarantee.

3 — Items That Cannot Be Returned for Change of Mind

Certain products may not be eligible for change-of-mind returns, including:

• Personalised or custom-made products
• Perishable products
• Sealed products that cannot reasonably be returned for hygiene or health reasons once opened
• Other products clearly identified as non-returnable on the relevant product page

These exclusions apply to change-of-mind returns only and do not remove any rights you may have under the Australian Consumer Law.

4 — Before Starting a Return

Before sending a product back, please contact our customer service team at info@lucylanemelbourne.com.

Depending on your situation, we may first offer alternative solutions that could resolve your request without requiring you to return the product. Depending on the circumstances, availability, and nature of the request, these options may include an exchange, replacement product, alternative item, store credit, partial refund, or another suitable solution.

You are free to consider any alternative solution we offer. Offering an alternative solution does not remove or restrict any rights or remedies you may have under the Australian Consumer Law.

If you prefer to proceed with an eligible return, or if an alternative solution is not suitable, we will provide the appropriate return instructions.

Please do not send your parcel back before receiving return instructions from us.

5 — How to Return an Item

Step 1 — Contact Us

Email info@lucylanemelbourne.com before sending anything back and provide:

• Your full name
• Your order number
• The item or items concerned
• Whether you would like to return or exchange the item
• The reason for the return, where relevant
• Photos or other information where there is an issue with the product

This allows our customer service team to locate your order, assess the request, discuss any available alternatives, and provide the correct return instructions where a return is required.

Step 2 — Wait for Your Return Instructions

We aim to respond within 24 business hours.

If a return is proceeding, our customer service team will provide you with:

• The correct return destination for your order
• Any applicable return authorisation or reference number
• Packaging and shipping instructions
• Any additional information required to process your return

The address printed on your original parcel, shipping label, tracking page, or carrier documentation is not necessarily a return address.

The original parcel may show the address of a carrier, postal operator, last-mile delivery provider, sorting facility, intermediary logistics company, or other shipping partner. For example, a parcel may have passed through a local postal or delivery partner before reaching you. That does not mean that this location is authorised to receive returns on behalf of Lucy’s Lane Melbourne.

Likewise, our registered business address is not automatically the return address for your order.

Step 3 — Use Only the Return Address We Provide

Lucy’s Lane Melbourne works with different suppliers, fulfilment facilities, logistics providers, and return partners. For this reason, the correct return destination can vary depending on the product and the location from which the order was fulfilled.

Your return may therefore need to be sent to an international return partner, fulfilment facility, or warehouse outside Australia.

You must use the specific return address provided to you by our customer service team for your return.

Please do not return a parcel to an address shown on the original parcel or shipping label, to a postal or last-mile delivery provider, to our registered business address, or to any other address unless our customer service team has specifically confirmed that address for your return.

If a parcel is sent to an address that we have not authorised as the return destination, that location may not be able to receive or process the parcel on our behalf. We therefore cannot guarantee that an unauthorised return will reach us, can be recovered, or can be processed as a return.

Following the return instructions we provide helps ensure that your parcel reaches the correct facility and that your return can be identified and processed correctly.

This requirement does not exclude or restrict any rights you have under the Australian Consumer Law.

Step 4 — Post Your Return

Returns are accepted by post only. We do not accept in-person returns at our registered business address unless we have expressly agreed otherwise.

Package the product securely and send it to the return address provided by our customer service team.

For change-of-mind returns, we strongly recommend using a tracked shipping service and retaining:

• Your postage receipt
• Your tracking number
• Proof of the destination address
• Any other shipping documentation

For higher-value items, you may also wish to use an insured shipping service.

6 — Return Shipping Costs

For change-of-mind returns, return shipping costs are the responsibility of the customer.

Because the correct return destination may be an international return partner, fulfilment facility, or warehouse, international postage charges may apply.

The exact cost of returning an item will depend on factors such as:

• Return destination
• Parcel weight and dimensions
• Shipping provider selected
• Tracking or insurance options selected

We recommend checking the applicable shipping cost before posting your return.

Lucy’s Lane Melbourne does not charge a restocking fee for eligible returns.

Different rules apply where a product fails to meet a consumer guarantee under the Australian Consumer Law. See Section 8 below.

7 — Refunds

7.1 Processing Your Return

Once the return has arrived at the return destination provided by us, we will inspect and process it.

For an approved return, we aim to issue the refund within five (5) business days after the return has been received and approved.

Your bank or payment provider may require an additional 1–3 business days, or potentially longer depending on the provider, before the funds appear in your account.

7.2 Refund Amount

For an approved change-of-mind return, you will receive a refund of the eligible amount paid for the returned product.

As Lucy’s Lane Melbourne offers free standard delivery, there is generally no original standard shipping charge to refund.

Return postage paid by the customer for a change-of-mind return is not refundable.

7.3 Refund Method

Approved refunds are issued in Australian Dollars (AUD) to the original payment method used for the purchase, where possible.

This may include:

• Visa
• Mastercard
• American Express
• Maestro
• Shop Pay
• Apple Pay
• Google Pay

We do not charge an additional fee for processing an approved refund.

8 — Faulty, Damaged, Incorrect, or Misdescribed Products

If you believe your product is faulty, damaged, incorrect, or materially different from its description, please contact us at info@lucylanemelbourne.com as soon as reasonably possible.

Please include:

• Your order number
• A description of the problem
• Clear photographs or other reasonable evidence of the issue
• Photographs of the packaging where relevant

Please retain the product and its packaging while we review your request.

Depending on the circumstances, we may discuss an appropriate solution with you, such as a repair where appropriate, replacement, alternative product, refund, or another suitable remedy.

Your legal rights in relation to products that fail to meet a consumer guarantee are governed by the Australian Consumer Law. The remedy available may depend on whether the failure is major or minor and the circumstances of the particular product.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Lucy’s Lane Melbourne will cover or reimburse reasonable return postage or transportation costs where required by law. Please retain evidence of any reasonable shipping costs you incur.

We may provide specific return instructions before the product is sent. Following those instructions helps us ensure that the item reaches the correct facility and can be assessed efficiently.

9 — Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Products sold to consumers must comply with applicable consumer guarantees, which may include requirements that goods are of acceptable quality, are fit for an applicable disclosed purpose, and correspond with their description.

Where a product has a major failure, the Australian Consumer Law may entitle you to choose between certain remedies, including a refund or replacement. For a minor failure, the supplier may generally have an opportunity to provide an appropriate remedy within a reasonable time.

These statutory rights exist independently of our voluntary 30-day change-of-mind return policy and are not necessarily limited to 30 days.

Nothing in this Returns & Refund Policy excludes, restricts, or modifies any guarantee, right, remedy, or other protection that cannot legally be excluded under Australian law.

10 — Exchanges

Eligible change-of-mind exchanges may be requested within 30 days of delivery, subject to the same product-condition requirements that apply to returns.

Contact info@lucylanemelbourne.com and tell us:

• Your order number
• The product you wish to exchange
• The replacement item, size, colour, or variation you would like

We may also discuss alternative solutions with you before arranging an exchange.

For a change-of-mind exchange, the customer is responsible for the applicable return shipping costs. The return destination may be an international return partner, fulfilment facility, or warehouse.

Do not send the original item back until our customer service team has provided the correct return instructions and address.

If the requested replacement is unavailable, we will discuss the available alternatives or arrange an applicable refund.

Your Australian Consumer Law rights remain unaffected.

11 — Cancelling an Order Before Dispatch

If you wish to cancel an order, contact info@lucylanemelbourne.com as soon as possible.

If your order has not yet entered processing or dispatch, we will make reasonable efforts to cancel it and issue an applicable refund.

Once an order has already been processed or dispatched, cancellation may no longer be possible. After receiving the order, you may request a return in accordance with this policy.

12 — Return Policy at a Glance

13 — Contact Us

For questions about a return, exchange, refund, or an issue with your order, please contact us before sending any products:

Lucy’s Lane Melbourne — Returns
Store Name: Lucy’s Lane Melbourne
Company: Lucy’s Lane Melbourne
Address: Meeuwenweg 19, 7557 BE, Hengelo, Overijssel, Netherlands
Chamber of Commerce Number: 97381101
VAT Number: NL005266636B78
Email: info@lucylanemelbourne.com
Phone: +31 6 57973680
Customer Service Hours: Monday to Friday: 9:00 AM – 6:00 PM (AET)
Saturday: 10:00 AM – 4:00 PM (AET)

We aim to respond to customer service enquiries within 24 business hours.

Important: Please contact us and wait for the appropriate return instructions before sending a parcel. The address appearing on the original shipment, carrier label, or parcel should not be assumed to be the correct return destination.