Refund policy
At Lucy In Lace, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please review our return and refund policy carefully before initiating a return.
Return Eligibility
We accept returns within 30 days of delivery.
To qualify for a return, items must:
- Be unworn, unused, and unwashed
- Have all original tags attached
- Be returned in their original packaging
- Be free from stains, odors, makeup marks, pet hair, or damage
Items that do not meet these requirements may not be eligible for a refund.
Non-Returnable Items
The following items are not eligible for return:
- Final Sale items
- Gift cards
- Personalized or custom-made products
- Bodysuits
- Swimwear without the original hygiene liner
- Earrings and certain accessories for hygiene reasons
- Items damaged due to misuse, improper care, or normal wear and tear
How to Request a Return
To initiate a return, please contact our customer support team at:
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
If your return request is approved, we will provide return instructions and the appropriate return address.
Returns sent without prior authorization may not be accepted.
Important Return Address Notice
Please do not send returns to the business address listed on our website.
The address listed on our website is for business correspondence only and is not a return processing facility.
Customers must contact us first to obtain return authorization and the correct return address.
Unauthorized returns may be refused or delayed.
Return Shipping Costs
- Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
- Original shipping charges are non-refundable.
- We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
Please provide:
- Your order number
- Photos of the item received
- Photos of the packaging
After review, we may offer a replacement, store credit, or refund as appropriate.
Refund Process
Once your return has been received and inspected, we will notify you regarding the approval status of your refund.
If approved, refunds will be issued to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
Order Cancellation
Orders may be canceled within 12 hours of purchase.
After this period, orders may already be in processing and may no longer be eligible for cancellation.
To request an order cancellation, please contact us immediately at:
Exchanges
We currently do not offer direct exchanges.
If you would like a different size, color, or style, please return the eligible item and place a new order.
Chargebacks
If you experience any issues with your order, we encourage you to contact us before filing a chargeback with your payment provider.
Our customer support team is committed to resolving concerns quickly and fairly.
Contact Us
Lucy In Lace
📧 Email: support@lucyinlace.com
📍 Business Address:
1560 Shady Cove Ln
Florence, KY 41042
United States
Business Address Only – Not a Return Address
For any questions regarding returns, refunds, or cancellations, please contact us at support@lucyinlace.com. We are happy to assist you. 💖
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