FAQ
Account
1.What advantages come with having a LUCYA account?
A LUCYA account provides you with the ability to:• Effectively oversee and monitor your orders• Review your order history• Secure an exclusive discount for first-time purchasers.
How do I register?
Registering is easy: click 'Sign in' . Fill in your email address and choose a password. After that, just click the 'Create Account' button, and you're good to go.
I forgot my password, what should I do?
If you forget your password, just click 'Forgot your password?' on the 'Login ' page. Enter your email, and you will receive a password reset link in your email inbox.
How do I unsubscribe from any of your mailing lists?
Please click the 'unsubscribe' button at the bottom of any email to unsubscribe. If you are having trouble to unsubscribe, please don't hesitate to Contact Us.
How to apply a coupon or promotional code
If you possess a discount code from our website or one of our emails, you can input the code during the checkout process. Subscribe to our emails to receive an exclusive 10% off on your upcoming purchase.Note: Only one discount or promo code may be utilized per transaction."
Products
How can I choose the correct size?
You can make a size selection with the assistance of our Size Guide located on each product page. Simply click on the Size Chart below the product details (refer to the image below). Keep in mind that the fit of certain items may vary depending on the style.
What happens if the item I want is unavailable?
Occasionally, high-demand items may run out of stock during our promotional events. If your desired item is unavailable, you will be notified via email. You have the option to either request a refund for the unavailable item or select an alternative item from our store.
Is it possible to delete an item from the shopping cart?
Certainly, you can do so. As long as the order hasn't been finalized, you have the ability to remove an item from your shopping cart.
Orders
How can I monitor the progress of my order?
Upon the shipment of your order, you will be sent an email containing a tracking number. Click on the 'Order Tracking' option and enter your tracking number to view your order status.
Is it possible to cancel or modify my order?
Certainly, but this is only feasible if your order has not yet departed from our warehouse. We'd be delighted to assist you; please get in touch with us promptly. However, once the order has been shipped, we regrettably cannot make any changes or cancellations.
Payment
What method of payments do you accept?
We accept PayPal, Credit Card, Apple Pay，Shop Pay If you have any questions, please Contact Us.
Which currencies do you support?
The prices on our website are in AU dollars by default. You can change the currency to your preference, by changing it in the upper left corner. The actual transaction will be done in AU based on daily currency exchange.
Shipping
Which shipping options are available, and what are the associated charges?
Our shipping choices include:
• Complimentary standard shipping for orders surpassing AUD 150, with an additional AUD 8 charge for express shipping.
• AUD 9.95 for standard shipping on orders less than AUD 150 within Australia, and AUD 14.95 for express shipping.
• For other countries (please refer to the list of available countries), standard shipping is priced at $21.21 for orders under AUD 150, while express shipping costs AUD 29.9.
Do you offer international shipping?
Absolutely. We deliver to numerous countries worldwide. To confirm the availability of shipping to your country, please refer to our Shipping page. If your country isn't listed, don't hesitate to reach out to us at support@lucya.com.au.
What's the estimated delivery time for my order?
Typically, we dispatch orders within 1-2 business days. To ascertain the precise delivery timeframe for your items, please consult our Shipping Information. Do note that international destinations may have varying delivery durations.
How can I update my address after placing an order?
To modify your address, please contact our customer service team promptly, before the shipment. Once the items are in transit, the address cannot be altered.
Is there any import tax to be paid?
Customs regulations and import duties are contingent upon the specific policies of the destination country. LUCYA cannot assume responsibility for any potential import taxes, which remain the responsibility of the customer upon receipt of the package.
Where are your products shipped from?
Presently, our products are shipped from multiple warehouses situated in both Australia and China.
Your order will be dispatched from the warehouse with available stock at the time of shipment, ensuring a swift and efficient delivery.
Please be aware that, for expedited delivery, your order may be divided and dispatched from several warehouses.
Environmentally-Conscious Questions
What is your policy for returns and exchanges?
For online purchases (with the exception of final sale items and gifts), LUCYA allows returns and exchanges within 30 days from the date of receiving your item(s). All items being returned or exchanged must be in pristine condition, unworn, undamaged, and in their original packaging, free from any creases or sole wear.
How long does it take to process a refund?
Upon receipt of the returned items, our refund processing typically requires up to 3 business days. For PayPal account holders, it may take up to 3 business days for the transaction to reflect in your PayPal account. Credit card refunds may take between 7 to 14 business days to be finalized.
What is the procedure for making a return?
To make a return conveniently, we've established an online return portal on our website. To commence a return:
1. Visit our online return portal
2. Enter your order number and email address
3. Select the items you wish to return
4. Choose your desired return/refund method
5. Download and print the return label
6. Attach the label to your return package
7. Drop off the package at your local courier store
Note:
• The return label generation process may take approximately 2 to 3 minutes. Please wait until the download button becomes operational before closing the browser window to prevent any complications.
• In case you accidentally exit the return portal after submitting your request, don't worry; you can return at any time to review your submission or download the label again. If you have any additional questions or concerns regarding returns, please feel free to contact us anytime.
Can I initiate returns for items that have been worn, damaged, or lost their original packaging and tags?
To facilitate a return or exchange, it's essential that the items are in impeccable condition, free from wear, damage, and still in their original packaging without signs of wear and tear, like creases, stains, or sole damage.
Regrettably, we cannot accept items that don't meet these criteria.
Note:
1. Please avoid sending your return to the address on the original package, as it isn't the designated return address and may lead to delays in refunds or exchanges.
2. Be sure to double-check your returns before shipping, as we cannot assume responsibility for the return of non-LUCYA products.
3. In the event of receiving a damaged or defective item, kindly reach out to LUCYA Customer Service within 24 hours of delivery.
What does 'store credit' mean?
Store credit serves as an alternative to conventional cash refunds for returned items. It takes the form of a coupon code that's added to your LUCYA account, available for use on your next purchase. This code remains valid for 365 days from the date of issuance.
How do I apply the store credit coupon received through a return?
To utilize the store credit coupon from a return, follow these steps:(1) Log in to your LUCYA account.(2) Place the desired items in your cart.(3) Click on the shopping bag icon, and select the "Checkout" button to access your order summary.
Collapsible content
How many recycled plastic bottles are incorporated into your footwear?
In each pair of flat shoes, we integrate 6 recycled plastic bottles. The number of bottles repurposed for other shoe styles, like heels, loafers, and boots, may vary based on the specific design.
What positive effects does utilizing recycled bottles have on the environment?
Our utilization of recycled bottles has several environmentally beneficial outcomes. It results in a reduction of pollution and waste, enhancing the living conditions for both terrestrial and marine animals. Furthermore, it signifies our commitment to the preservation of the Earth's environment.
How do you strike a balance between fashion and sustainability?
At LUCYA, we uphold core values of comfort, sustainability, and timeless aesthetics. We offer shoes that embody a classic, 'never-out-of-style' appeal, ensuring they remain both fashionable and timeless for any occasion. In terms of comfort, we prioritize natural fabrics that enhance breathability and softness, catering to a broad audience.
Our environmentally-conscious brand meticulously selects materials, optimizes production, promotes material re-use, and minimizes waste. Our packaging is environmentally friendly, contributing to a cleaner planet. Explore more about LUCYA's 'Sustainability' initiative and 'Our Materials' for details.