Return Policy

RETURN & REFUND POLICY

Lucy’s Closet

Order Confirmation & Policy Acceptance

When placing an order with Lucy’s Closet, you confirm that you have carefully read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You are aware of our return conditions and applicable timeframes.

  • You agree to follow the return procedure described below.

  • In the case of a payment dispute or chargeback, this policy and all related order records may be used as supporting documentation.

Returns

If you are not fully satisfied with your order, eligible items may be returned within 30 days of delivery, provided all conditions listed below are met.

Return Conditions

To qualify for a return:

  • Items must be unused, unworn, and unwashed.

  • Products must be returned in their original condition and packaging.

  • Only standard inspection and minimal handling are permitted.

  • Return shipping costs are the responsibility of the customer.

  • Once received, returns are reviewed and processed within 7 business days.

Lucy’s Closet reserves the right to decline returns showing signs of misuse, excessive wear, or damage not caused by us.

Return Procedure

To request a return, please follow these steps:

  1. Email info@closet-lucys.com within 30 days of delivery.

  2. Include the following information:

    • Order number

    • Reason for return

    • Clear photos (required if the item is damaged or defective)

    • Your full name and delivery address

  3. Wait for confirmation and return instructions before sending any items.

Returns sent without approval or to an unauthorized address may be refused.
We strongly recommend using a tracked shipping service and keeping proof of shipment until the return is completed.

Faulty or Damaged Products

If your item arrives damaged or defective, please contact us within 48 hours of delivery at info@closet-lucys.com and include:

  • Your order number

  • A short explanation of the issue

  • Clear photos or a short video showing the problem

After assessment:

  • A replacement may be offered depending on stock availability and the nature of the issue.

  • In some cases, a return may not be required.

Replacements are typically processed within 7–14 business days after confirmation.

Lost, Refused, or Unclaimed Shipments

If your parcel is lost during transit:

  • Contact our support team with your order number and tracking details.

  • We will assist with a courier investigation and arrange a replacement or refund if the loss is confirmed.

If a shipment is refused, unclaimed, or returned due to an incorrect address provided by the customer, a $35 CAD fee will be deducted from the refund to cover shipping and administrative costs.

Cancellations & Right of Withdrawal

You have the right to withdraw from your purchase within 30 days of receiving your order, in line with applicable consumer protection regulations.

Please note:

  • Orders cannot be cancelled once they have been shipped.

  • If the order has already been dispatched, you must wait for delivery and then request a return.

To request cancellation before shipment, email info@closet-lucys.com with a clear withdrawal request.
Return shipping costs remain the responsibility of the customer.

Chargebacks & Disputes

If you experience any issues with your order, we encourage you to contact us first so we can resolve the matter quickly.

In the event of a chargeback or dispute, Lucy’s Closet may submit supporting evidence to the payment provider, including:

  • Order confirmation details

  • Shipping and tracking information

  • Email communication and submitted images

Filing a chargeback without prior contact may delay resolution and may impact future purchasing eligibility.

Additional Information

  • All approved returns are sent to our international warehouse in Asia at the customer’s expense.

  • We are not responsible for shipping delays, customs inspections, or import clearance issues.

  • Items related to hygiene or personal use cannot be returned if opened or used.

  • Return shipping and handling costs are not covered by Lucy’s Closet.

Contact

For questions about returns, refunds, or this policy, please contact our customer support team:

📧 info@closet-lucys.com
Lucy’s Closet