FULL PRICE ITEMS:
We offer refunds, store credits, exchanges for full priced products within 14 days of purchase. The item has to meet the below criteria to be eligible for a refund.
+ Tags attached
+ Packaging intact
SALE ITEMS & FINAL SALE ITEMS:
Sale items are sold as clearance or final sale and the purchased item cannot be returned unless the item has a major fault and we can’t provide you with a replacement. Lucente Collective deems a sale item as any item that has been marked down permanently.
Items that cannot be returned for reason of change of mind are:
+ Customised purchases
+ Pre-sale orders
Items Items purchased on promotion are not eligible for a refund as they have been sold at a discounted price. An example of an item on promotion is a Flash Sale – 20% Off New Arrivals.
We are happy to exchange or give a store credit on promotional items bought back within 14 days of purchase.
JEWELLERY AND FOOTWEAR:
Please try on shoes on soft surfaces before wearing them. We will not accept shoes with sole markings or scratches. Ensure shoes are returned with their original packaging.
Please be mindful of where you try your shoes on before wearing them. We will not accept shoes with sole markings or signs of wear. Shoes must be returned with their original packaging.
Please choose carefully as we cannot exchange or return earrings for hygiene reasons.
We are happy to exchange or refund necklaces, bracelets or rings as long as the item is in its original packaging and has no signs of wear.
IN STORE RETURN POLICY:
Items purchased in store are valid for a refund, exchange or store credit within 14 days with a proof of purchase email.
ONLINE RETURN POLICY
Steps to returning your item:
Please follow the following steps when returning your item
STEP 1: Email our team today at firstname.lastname@example.org
STEP 2: Our Team will respond with a return authorisation number. If your item was sent via Sendle, our team will send you a returns label for you to post your item back to Lucente Collective.
If your item was sent via Australia Post we will provide you the return address and request the tracking number once sent.
STEP 3: Package your return in the shipping box you received it in and send your order back to us. We recommend taking a photo of your tracking, just in case it is required again throughout the returns process.
(Please be aware, there are some items which cannot be returned. These are listed below so please take the time to read before purchasing.)
Please make sure it’s sent back in original condition with all tags and original packaging.
For all full priced items, excluding below mentioned categories, you have the choice of a refund, exchange or store credit.
If you believe an item you've purchased from us is faulty, kindly contact us immediately to let us know and we will discuss either returning the item to us at Lucente Collective, replaced by the supplier or having it repaired. If agreed, please ensure you return the item within a 14-day period as per refund policy.
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.