Change of Mind for Full Priced Items
If you change your mind within 7 days of delivery of your full priced item that's ok, you are welcome to return it to us for an exchange or Lucente Store Credit. Our Store Credit's do not expire!
After contacting us (please see below) to arrange the return please send your item back to us straight away so that we receive it within 7 days of your delivery. You'll need to pay for the return postage for change of mind returns.
Important: Please do not get makeup or fake tan on your item, wear it, wash, dry clean it or remove its original brand and store tags. If you do unfortunately we won't be able to sell the item as new and we will have to send it back to you. It will be yours to keep!
At Lucente we don't provide refunds unless there is a manufacturer's fault with the item and we can't provide you with a replacement of the same item. We do quality check all our products before shipping them out to you to make sure they're aok and we send them in new condition. Often we will take pictures of the item before shipping it just in case there is a dispute about who did what when!
For hygiene reasons we will not accept the return of the following items unless they have a manufacturer's fault
- Cosmetics or fragrances, earrings for pierced ears, hair clips or head pieces, hosiery, swimwear or underwear.
Personalised Items and Pre-ordered Items:
- Personalised or pre-ordered items cannot be returned for a store credit or exchanged for change of mind.
Manufacturer's Faults versus Customer's Misuse
At Lucente we want you to be happy with your purchase. If there is a manufacturer's fault we will try our best to secure you with a replacement product. If we can't get you one we will offer you a store credit to exchange it for something else - our store credits don't expire or we will give you a refund upon receipt of the returned goods (subject to confirming that it is a manufacturer's fault).
We won't accept items which show signs of customer 'wear & tear'. Items which have been worn, washed, dry cleaned, misused, damaged or roughly handled will also not be eligible for exchange, credit or refund.
Lucente Sales and Reduced Priced Items
If you buy your item from us on Sale or for a Reduced price (that is where the price is marked down from its original retail price) you agree that you are buying an item reduced to clear, and that the purchase is final. Sale items are ineligible for exchange or store credit.
If the item has a manufacturer's fault we will try our best to source another one for you from the brand. If we are unable to then please contact us and we will give you an exchange, store credit or refund subject to our inspection unless we have told you about the fault prior to selling it to you or you have seen the item in store.
In Store Purchases of Sale or Reduced Price Items:
Customer's who shop with us in store and buy an item that is on sale or at a reduced price agrees that they are buying the item “as is” and that a refund, exchange or store credit will not be given.
Please post your return to:
769E GLENFERRIE ROAD
HAWTHORN VIC 3122
How To Return
Please email firstname.lastname@example.org or call us on 04777 000 858. Please tell us your date of purchase and your order number. Please do not send without us first confirming and providing you with a RA#.
We must receive your return within 7 days of us agreeing to the return. Failure to return your item within the 7 day period may result in us refusing the return.
Returned items must be in their original, new & unworn condition with all tags intact. Of course you can try the garment on. Please just be careful to not damage the item or mark it with deodorant, creams, self tan, perfume or makeup etc. When you try on your shoes for the first time, please try them on a carpeted or clean floor area to avoid scratching the soles.
If the item is not in re-saleable, as new & original condition the return may be refused & posted back to you at your expense.
Record your tracking number
In the event that your returned parcel becomes lost in the post we will not be held accountable. It is important that you clearly address the parcel and keep a copy of the tracking number in case you need to take recourse with Australia Post.
Store Credits & Exchanges
Your credit will be issued which will be equal to the value of your purchase, less any shipping costs paid.
Your credit can be used on any item/s.
When redeeming your Store Credit for a returned item on the grounds of Change of Mind you will not be eligible for a second lot of 'free shipping' and will need to pay your costs of shipping.
Images & Colouration
In general, when shopping online please understand that there may be very slight differences in colouration of items depending on which monitor you view the item on. This is not something that we can be held accountable for and this will not be accepted as grounds for a refund or if the item was on sale, store credit or exchange.
Sizing & Fit
Most of the time, the right size for you will simply be the regular size which you already have in your wardrobe. We do make suggestions on certain styles as needed which may help guide you to make the right selection.
Please understand that our comments regarding sizing & fit are there as a guideline only. Incorrect size or being unhappy with the fit aren't grounds for a refund.
If you're not happy with the size or the fit we will of course allow you to return your purchase (full price items only) for an exchange of a new size - please see timeframes for returns above. In the event that we do not have your size (or if you simply do not want a new size), we will issue you with a store credit - we have new styles arriving almost daily to choose from!
Please take care when placing your order. If you decide to cancel your order prior to shipping, our normal returns policy (described above) applies. You will be issued with a store credit equal to the total value of your purchase in such instances.
Suspected abuse of our return policy - if we suspect that our return policy is being taken advantage of or abused, we reserve the right to refuse a return. In such cases the customer agrees that they waive their right to return/credit/refund/exchange or repair.
Customers Outside of Australia (International Customers)
Please note that you are shopping under Australian consumer law guidelines.
The same returns policy described above for Australian customers also applies for international customers (please see above policy) - the only difference for international returns is the permitted transit times for return parcels (details below).
How To Return (international customers)
Please email or call us within 7 days of receiving your parcel & we'll provide you with your RA number and return instructions.
Please make sure you send off your return parcel within 7 days of obtaining your RA# and that your selected shipping method does not take more than 14 days transit time to reach us.
Orders returned on time with a RA# > we will provide you with an exchange or a Store Credit. Store Credits do not expire and can be used on any items - simply redeem your credit at the shopping cart.
The cost of returning your order is payable by you. We encourage you to check the cost of returning your parcel to our Melbourne, Australia address first. Please note that we are not liable for the goods being lost in the post upon returning the order from overseas.