What is Lucente Collective's Return Policy and how to return?

Our Policy Exchange, Store Credits and Refunds

STEP 1: 

Full price purchases may be returned to Lucente for a refund, store credit or for exchange if the item is returned to us in new condition and within 14 days of delivery to you. Please note the option for a refund applies to items bought from us at Full Price only.

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. 

Items that cannot be returned for reason of change of mind are:

  • fragrances
  • makeup 
  • earrings
  • customised purchases
  • pre-sale orders

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. 



If you would like to return your item/s please follow the steps below.

- Email us at customercare@lucentecollective.com.au or call us on 0477 000 858. 

- send your order back to:

Lucente Collective

Shop E 769 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. 


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. 


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

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 it 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.

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.