BLACK MONTH SALE - GET IT OR REGRET IT

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Return Policy

Return Policy

If you are not completely satisfied and decide to return one or more products within the 14-day reflection period, please note that we will refund the full order amount within 3-5 working days once we have received the product in good condition. The costs for the return shipment (including any customs fees) are your responsibility. To be eligible for a refund, the product must be returned within the 14-day reflection period. Items must be returned in their original state, unused, and undamaged, with the price tag attached. We do not accept items with make-up stains. We reserve the right to refuse returns if they do not comply with our return policy.

Follow these steps to return your product:

  1. Send an email to support@lucy-mae.co.uk. Ensure your email includes the following:

    • Order number
    • Reason for the return request
    • Photo of the product in case of a defect
    • Customer's first and last name
    • Customer's address

  2. You will receive a response from our customer service within 24-48 hours. We will provide you with the return form and return address, and in some cases, we may offer you a cashback.

  3. If your return request is approved, send the items along with the completed return form to the address provided on the return form. Ensure the package includes a Track & Trace code and share this with our customer service via support@lucy-mae.co.uk. Note: Without a Track & Trace code, we cannot process your return. *Returns sent to a different address are not eligible for a refund.

  4. When your return is received in good condition, we will refund the amount of the returned products within 3-5 working days via the same payment method used for the purchase.

Please note that your return must meet the following requirements:

  • In original state
  • Undamaged
  • With original, undamaged packaging
  • Including return form with order number
  • NO personalised or hygiene products*
  • Provided with a Track & Trace code
  • Sale items are non-refundable

We reserve the right to refuse returns that do not meet the above requirements.

*Hygiene products are items that cannot be resold for hygienic reasons. This includes, but is not limited to, lingerie, swimwear, and bras.

NOTE: Our warehouse is located in Asia. As a customer, you are responsible for the return costs and any customs fees.