Easy Returns (Australian Customers) of Full priced items:
If within 7 days of delivery of your order you decide your purchase isn't suitable for any reason you are welcome to return it to us for an exchange or Lucente Store Credit to use at any time. Our Store Credit's do not expire!
Please NB that if you decide to return your purchase you'll need to pay for the cost of the return shipping.
At Lucente we do not offer refunds unless we believe that the item has a manufacturer's fault and we can't exchange it for the same item. We quality check all our items prior to shipping and we send them in new condition.
Our change of mind policy does not apply to the following:
- Cosmetics and fragrances, earrings, hair and head pieces, hosiery, swimwear and underwear For health and hygiene reasons earrings, hair and head pieces, hosiery and underwear cannot be returned unless they have a manufacturers fault
Personalisation or Pre-order
- Personalised or pre-ordered items cannot be returned for a store credit or exchange for change of mind.
Genuine Faults and Customer Misuse We absolutely want you to be happy and will do what we can to make sure you are! However we cannot accept the returns of items that show signs of 'wear & tear'. Items which have been worn, washed, dry cleaned, misused, damaged, mistreated or roughly handled will not be eligible for exchange, credit or refund. We will want to be able to resell the items and you wouldn't want to buy someone else's second hand goods if you thought you were buying something new!
Online Sale and Reduced Priced Items: Sale / Reduced price (that is where the price is marked down from our original price) items are not eligible for return/refund/credit/exchange and are considered final sale. If the item has a manufacturers fault then it may be returned for a refund, exchange or store credit, subject to our inspection unless we have told you about the fault prior to selling it to you.
Any shipping costs paid are not eligible for refund or credit unless the item is found by us to be faulty.
Instore Purchases of Sale/Reduced Price Items: Customer's who shop with us in store and buy an item that is on sale or at a reduced price agree that the items are sold “as is” and are not eligible to be returned or exchanged for store credit.
For these reasons please consider the purchase of your sale items carefully.
PLEASE SEND RETURNS
769E GLENFERRIE ROAD
HAWTHORN VIC 3122
Orders made via PayPal may be refunded to the credit or EFTPOS card of your choice. Please note that the cardholder name must be identical to the name on the order confirmation.
How To Return - Online Purchases or Instore Purchases Returning By Mail
Please email firstname.lastname@example.org and we may provide you with a Return Authority Number (RA#). Important: returned items without a RA# may be refused.
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.
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.
Your credit will be equal to the value of your purchased item/s. Any shipping costs, import duties and taxes paid are not eligible for refund or Store Credit.
When redeeming a Store Credit you will not be eligible for free shipping - international shipping charges will be shown at the check out.
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.