Returns

 Step 1: Check the price! 

1.  Items purchased from Lucente full price may be returned for a refund, store credit or exchange if the item is returned to us in new condition, within 14 days of delivery to you. 

2.  Items purchased from Lucente during a regular sale (25% or less) may be exchanged for items in stock within 14 days of delivery.  Please note that refunds and store credits won't be given unless the item has a major fault. 

3.  Items purchased from Lucente on Final Sale (that is greater than 25% off RRP) will be considered clearance or final sale and the item is not eligible to be returned unless the item has a major fault. 

4. Items that cannot be returned for change of mind are:

  • fragrances
  • makeup 
  • earrings
  • customised purchases
  • pre-sale orders
Step 2: Contact us

Please contact us at customercare@lucentecollective.com. au or on 0477 000 858 to discuss. We will provide you with a return authority number. 

Step 3: Important 

Please do not wear, dry clean or wash items if you'd like to return them or dirty the soles of shoes, as we won't be able to accept any returned items that show signs of having been used or worn or if they have had tags removed.  If the item isn't returned in new condition with original tags attached we will return it to you and this may be at your cost. 

 

Step 4: Return Address and Shipping 

Please return your item to us within 14 days of delivery to you 

Lucente Collective 

769E Glenferrie Rd Hawthorn Vic 3122

If sending your return by post we recommend that you use a mail tracking service and that you retain your tracking number.  We cannot be responsible for any lost items. 

 Faulty Items

If you believe an item you've purchased from us is faulty kindly please contact us immediately to let us know and we will discuss either returning the item to us at Lucente Collective or having it repaired.  If agreed, please ensure you return the item within a reasonable amount of time. 

We will do our best to provide you with a replacement product. However, if we are unable to do so we will provide you with a refund in the same manner that you paid us. 

 Free Shipping Offer

Please note that our offer of Free Shipping applies if your order is over $150 and within Australia.

This offer applies with regards to our first delivery of the order.

If you change your mind and wish to return your purchase or exchange you will need to pay the cost of return shipping. We will contact you to arrange payment for shipping the replacement item. Standard Shipping is $10 or $15 for Express (you let us know).

Responsibility for lost or stolen items

We will provide you with the tracking number immediately after we have sent your order. If you do not receive your item within the expected time please contact us and we will check with the shipper. 

Please note that we can't be held responsible for lost or stolen deliveries (as this is outside of our control) but we will do our best to try and help you to locate your order. Please ensure that the address you provide to us for delivery is secure.