Refund policy
At Lucyvelour, we strive to ensure every customer enjoys a pleasant shopping experience. If you're not completely satisfied with your purchase, we're happy to assist you with an eligible return. Please review our Return & Refund Policy before submitting a return request.
Return Eligibility
We accept returns within 30 days of the delivery date.
To be eligible for a return, items must:
- Be unworn, unused, and unwashed.
- Be returned in their original condition.
- Have all original tags attached.
- Be free of stains, makeup, perfume, odors, pet hair, or any signs of wear.
- Be returned in the original packaging whenever possible.
Returns that do not meet these requirements may not be accepted.
Non-Returnable Items
The following items are not eligible for return or refund:
- Final Sale items
- Gift Cards
- Bodysuits
- Underwear & Lingerie
- Swimwear with the hygiene liner removed
- Earrings
- Personalized or custom-made products
- Beauty accessories
- Products damaged through improper use or normal wear
How to Start a Return
Before sending your item back, please contact our Customer Support Team to request return authorization.
Please include the following information:
- Order Number
- Full Name
- Email Address
- Item(s) you wish to return
- Reason for the return
- Photos if the item is damaged, defective, or incorrect
Once your request has been approved, we will provide the correct return instructions and return address.
Returns sent without prior authorization may not be accepted.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is the result of:
- Receiving an incorrect item
- A damaged item upon arrival
- A verified manufacturing defect
Original shipping charges are non-refundable.
For your protection, we recommend using a trackable shipping service when returning your package.
Damaged, Defective or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery.
Please provide:
- Order Number
- Photos of the product
- Photos of the shipping package
- Photos of the shipping label
Our Customer Support Team will review your request and arrange an appropriate resolution as quickly as possible.
Refund Processing
Once your returned package has been received and inspected, we will notify you by email regarding the status of your refund.
If approved, your refund will be processed to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional time to complete the transaction.
Order Cancellation
Orders may be canceled within 12 hours after they are placed.
Once an order has entered processing or has already been shipped, cancellation requests can no longer be accepted.
Additional Information
Please note:
- All returns require prior approval.
- Unauthorized returns may be refused.
- Returned items must be packaged securely to prevent damage during transit.
- Lucyvelour reserves the right to refuse returns that do not comply with this policy.
Return Address
The address displayed on our website is for business correspondence only and is not our return warehouse.
Please contact Customer Support before returning any merchandise to receive the correct return address and instructions.
Contact Us
Lucyvelour
Business Address
12703 Stockholm Way
Truckee, CA 96161
United States
Business Correspondence Only – Not a Return Address
If you have any questions regarding our Return & Refund Policy, please contact studio@lucyvelour.com. Our Customer Support Team will respond within 24–48 business hours.
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