FREQUENTLY ASKED QUESTIONSFAQ

REFUNDS
RETURNS POLICY
We understand that there may be instances where you are not 100% happy with your purchase and we want to make the returns process as simple as possible for you.

You are entitled to a refund for the purchase of your item for any reason, within 30 days of the original purchase, provided they are NOT Final Sale/Final Reduction items or items purchased from another retailer that sells Nude Lucy.

We do not offer exchanges or credit notes at this time.

** Please note: All costs associated with the return for change of mind must be paid by the customer.

• All Item(s) must be returned as new and unused, in original packaging, with tags and labels attached.
• For hygiene reasons we cannot refund swimwear or underwear
• All refunds are processed onto the original method of payment
• If your original transaction included the use of a gift card as payment method, the same amount will be credited back to a gift card
• Online purchases cannot be accepted in our stores at this time. They must be returned to the original store of purchase. Please contact the original store where item/s were purchased and ensure to have an original copy of the receipt for verification. All store purchase refunds will be processed using the original payment method. If you purchased via EFTPOS or Credit Card, you must present the card used in the original transaction.

All returns for change of mind or incorrect sizing will be the responsibility of the customer, including all costs associated with sending items back for a refund. We do not offer a free refunds service.

When an order has been placed, it is not possible to change any parts of the order. This includes adding or removing items, changing the size or colour, or changing the delivery address or method. An order cannot be cancelled once placed.

Exchanges:
Unfortunately, we do not currently offer exchanges for online purchases. If you require an exchange or a refund for an instore purchase, this must be arranged with the store you purchased from as nudelucy.com.au is unable to facilitate this at this time.

Faulty:
If your item(s) is faulty we will happily refund this onto the original method of payment with no exclusions.
How do I return my order?
Online purchases:

Please mail your order back to the below address for a refund. All products returned for a refund must be in original packaging, unused and clean (failure to return product in its original condition will deem the product used and unsaleable and forfeit any credit/refund claim) Unfortunately online purchases cannot be returned to any of our physical stores at this time. Please ensure your unique order number is quoted on the return satchel. Your order number can be used for returns as your RA number (Return Authorisation) Your order number will start with NU followed by a series of numbers (eg NUDE_0001)

Return Address:
G&S logistics Door 1, 96-112 Gow St Padstow NSW, 2211
ATTN: Returns Department
Order #

NOTE: All returns for change of mind or incorrect sizing will be the responsibility of the customer, including all costs associated with sending stock back for a refund. We do not offer a free return service.

Please allow approximately 14 business days for processing. Additional processing delays may occur during peak and busy time periods. You will receive an email notification when your return has been processed (be sure to check your spam folder).

In store purchases:

Please return your purchase back to the store you purchased from. Unfortunately online purchases cannot be returned in store at this time. If you require an exchange or a refund for an instore purchase, this must be arranged with the store you purchased from as nudelucy.com.au is unable to facilitate this at this time.

All products returned for a refund must be in original packaging, unused and clean (failure to return product in its original condition will deem the product used and unsaleable and forfeit any credit/refund claim). We do not accept returns on Sale item(s) and Swimwear, Underwear due to hygiene reasons.

How will I be refunded if I return an item?
When your refund is processed by our Customer Service team, it’ll be returned to the same account that was listed on your order – for example, into your credit card account.
What if my item is faulty?
If you have received an incorrect item or discover a fault, please email us at nudelucycustomercare@trendimports.com.au sending a picture of the item and a brief description of the fault. Our Customer Care team will assess the claim and once approved will notify you in writing and arrange a refund back to the original payment method. Items that are either: older than six months from the purchase date or deemed as general wear and tear and not due to a manufacturing fault will not be refunded.
ORDER AMENDMENTS & CANCELLATIONS
We are unable to cancel or make any amendments to any online orders after your order is placed. Please ensure all your details are correct at the time you place your order, including the size, colour and delivery address of your purchase. We do not accept in store or online returns for products purchased via any Third Party Seller or Independent stores. To return an item purchased from these stores or websites, please place a return request back through the original website/store.
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