Refund & Shipping Policy
Return & Shipping Policy – Lucy & Rose Auckland
Important
Please read our return policy carefully. No exceptions will be made, as you agreed to the terms at the time of purchase.
Returns
Timeframe:
You have 30 days from the date of receiving your product to request a return. After this period, we unfortunately cannot offer a refund or exchange.
Conditions:
Items must be returned in the same condition as received – unused and in the original packaging. For products where hygiene is important, items must be properly cleaned before returning.
Exclusions:
For hygiene reasons, certain items cannot be returned, including underwear, lingerie, tights, and some skincare products.
Return Process
To return a product, please email info@lucyandrose-auckland.com with the following details:
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Order number
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Reason for the return
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Photo of the product (if damaged)
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Your contact information
Refunds
Procedure:
Once we receive and inspect your return, we will email you to confirm approval or rejection of your refund.
If approved, your refund will be processed and applied to your original payment method within 30 days.
Delayed or Missing Refunds:
If you haven’t received a refund after 30 days, please check your bank account first. If the refund is still not visible, contact us at info@lucyandrose-auckland.com.
Full Refunds:
Products must be returned to receive a full refund. Customers cannot keep the product and receive a full refund.
Costs
Return Shipping:
Customers are responsible for return shipping fees. We recommend using a tracked service, as we are not responsible for lost returns.
Returns must be shipped to New Zealand, with return shipping costs starting from 60 NZD, to be paid by the customer.
Exceptions
Defective or Incorrect Items:
If you receive a defective or incorrect item, we will send a replacement at no cost.
If a second mistake occurs, you will receive a full refund.
Order Cancellations:
Orders can be cancelled within 24 hours of purchase. After this period, cancellations are not possible due to our automated processing system.
For questions or more information, contact us at info@lucyandrose-auckland.com.
Shipping & Delivery Information – Lucy & Rose Auckland
Processing Time:
Orders are typically processed within 1–3 business days. Orders placed on weekends or public holidays may take slightly longer.
Delivery Time:
Once shipped, delivery typically takes 6–12 business days. In some cases, due to high demand or global delays, it may take up to 30 days.
Placing an Order
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Go to the product page and click “Add to Cart”.
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Select the correct variant(s) and click “Checkout”.
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Enter your shipping details and verify accuracy, then click “Continue to Shipping”.
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Review your address on the shipping page.
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Proceed to payment by clicking “Continue to Payment”.
Payment Methods:
All payments are securely processed via SSL encryption. We accept:
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Credit Cards (AMEX, Mastercard, Visa)
Free Shipping
We offer free home delivery for all orders – no minimum spend required.
Order Shipping:
To keep prices competitive, we sometimes group shipments in bulk. This approach helps reduce costs and supports a sustainable business model.
Same-Day Shipping:
If you’d like your order shipped the same day, contact us at info@lucyandrose-auckland.com. Our support team will assist you.
Please Note
Due to high demand, particularly during sales, some orders may experience delays. We appreciate your patience and will do our best to dispatch your items as quickly as possible.