FREQUENTLY ASKED QUESTIONS
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Do parcels need a signature upon delivery?
All of our deliveries are sent with the authority to leave option, meaning items will be left in a safe place if the driver deems it is safe to do so.
If your parcel is not able to be left in a safe place, your parcel will be taken to the nearest post shop.
What happens if my parcel says delivered but I haven't received it?
Unfortunately, Nude Lucy will not be held liable for any stolen or missing parcels. If you believe there is an issue with your delivery, please get in touch with Startrack directly on 13 23 45 to lodge an enquiry investigation.
If you believe your parcel has been stolen, we implore you to contact your local authorities for further assistance.
What if I don't want to have my parcel left in a safe place, what can I do?
In the event that you do not wish to leave your parcel unattended on the day of delivery, we recommend having your order addressed to a local post office where you can collect your order from.
If you require further assistance with your parcel, please feel free to contact us below.
Read full article
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How much is delivery?
Express Shipping FREE on all orders over $100
A flat rate of $10 per order applies for orders under $100
Read full article
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How long does delivery take?
Just placed an order? All orders are shipped using StarTrack Express delivery.
Standard delivery times can take 1 - 4 business days unless located in regional areas which can take 2 - 7 business days.
*Delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of Nude Lucy.
Read full article
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How do I return my online order?
To return your online order, please see the below instructions:
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) are in original packaging or shoe box in their original condition
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Item(s) were not marked ‘FINAL SALE’ at the time of purchase
Please choose carefully when purchasing the following merchandise as we will not accept returns for change of mind or exchanges for the following items due to our Health & Hygiene Policy (unless the item is faulty):
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Underwear and any items without a hygiene seal (for example swimwear bikini bottoms and one-pieces);
-
Cosmetics, makeup and any beauty products or tools;
-
Headwear;
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Jewellery;
If you believe your item may be faulty or received the wrong item please view this article:
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
We also do not process returns for in-store purchases.
2. PACKAGE YOUR RETURN
Please make sure the original packaging is undamaged. Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
Do not use the shoebox as an external postage box. Any orders returned in a taped-up or damaged shoebox, or with the label stuck to the shoebox, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Please follow the prompts to pay for and print a return shipping label.
Attach the label to your parcel and drop it off at your nearest Post Office.
Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
Entering your order number: Your order number will start with "NUDE_". Please ensure to include the _.
Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
WHAT'S NEXT?
Once your return arrives back with us, please allow 7 business days for this to be processed. You'll then be refunded via your original payment method and notified via email- Please allow up to 5 business days for the funds to reflect in your account.
Please note: Any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
Read full article
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How does ordering in-store work?
If an item is not available in your local store, our team can order the item for you from another store in Australia and have it delivered to your home address.
When ordering in-store, it is important for you to check the postal address and the contact details are correct.
DELIVERY
Our delivery times for in-store orders are the same as normal online orders.
See here for our delivery times.
RETURNS
If you want to return your item ordered in-store, please visit us in-store for a refund.
We currently do not facilitate online returns for orders placed in-store. When returning your item, please bring along your original receipt for our team to seamlessly process your return. Ensure your items meet our Returns Policy conditions.
Please note: If we are unable to fulfil your in-store order, please visit us in-store to claim your refund. Our customer support team may have emailed you about the cancellation of your order, please ensure to check your inbox for an update. If you are unable to come in-store for a refund, our customer support team can assist you with a gift card refund instead.
For more information, please get in touch with us below!
Read full article
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Why have I received multiple confirmation emails?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries.
This is called a split order. We do this to make sure you can get your full order from all over Australia.
How does it work?
If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number.
When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times.
Due to this, your items will be delivered separately.
Read full article
-
Promotional Terms and Conditions
All offers, promotions and discounts are subject to our Terms and Conditions.
Promotional Voucher and Coupon Code Exclusions:
- Unless otherwise specified, Promotional Vouchers and Coupon Codes cannot be used to purchase eGift Cards, Sale/Discount Merchandise and third-party or Non-Merchandised Product (eg. Event Tickets).
- Unless otherwise specified, Promotional Vouchers and Coupon Codes are not available in conjunction with any other offer, including other coupon codes.
Take a further 20% Off Final Sale products
Receive a further 20% off on final items. Discount applies at cart automatically. For a limited time only. Not in conjunction with another sale, offer or discount code.
Afterpay Day Sale
Get 40% off Selected Styles in-store and online for a limited time only. Prices as marked, and cannot be redeemed in conjunction with another sale, offer or discount.
30% Off Winter Styles
Receive 30% off on selected Winter Styles in-store and online. Cannot be redeemed in conjunction with another sale, offer, or discount.
Offer ends 29/7/24 at 11:59pm.
Welcome Offer -15% off your first order
Sign up to our Newsletter online to be sent the offer code. Valid on first online order only and for 7 days from issue.
Valid on full price items only, excludes sale items and gift vouchers. Cannot be used in conjunction with any other offer or voucher code. The discount can only be used once per customer + incurs no minimum spend. Discount cannot be retrospectively applied to previous orders.
Discount Codes
Discount Codes can be used as a means of payment, partial-payment, or discount for certain or specified purchases online.
Customers should read the specific details about any Discount Code, and reach out to our Customer Service Team for more information if required. These additional terms may outline what your Discount Code can or cannot be used for, whether it has a minimum spend, whether it applies only to a specific product or group of products, whether it is available for a limited time or specified date range, and/or only available to a specific customer group.
Discount Codes are valid on full-price products only, unless otherwise specified.
Discount Codes cannot be used to purchase gift cards, sale items or products that are part of another promotion. Discount Codes cannot be used in conjunction with any other promotion, offer, or discount.
Read full article
All of our deliveries are sent with the authority to leave option, meaning items will be left in a safe place if the driver deems it is safe to do so.
If your parcel is not able to be left in a safe place, your parcel will be taken to the nearest post shop.
What happens if my parcel says delivered but I haven't received it?
Unfortunately, Nude Lucy will not be held liable for any stolen or missing parcels. If you believe there is an issue with your delivery, please get in touch with Startrack directly on 13 23 45 to lodge an enquiry investigation.
If you believe your parcel has been stolen, we implore you to contact your local authorities for further assistance.
What if I don't want to have my parcel left in a safe place, what can I do?
In the event that you do not wish to leave your parcel unattended on the day of delivery, we recommend having your order addressed to a local post office where you can collect your order from.
If you require further assistance with your parcel, please feel free to contact us below.
Read full articleExpress Shipping FREE on all orders over $100
A flat rate of $10 per order applies for orders under $100
Read full article
Just placed an order? All orders are shipped using StarTrack Express delivery.
Standard delivery times can take 1 - 4 business days unless located in regional areas which can take 2 - 7 business days.
*Delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of Nude Lucy.
Read full article
To return your online order, please see the below instructions:
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) are in original packaging or shoe box in their original condition
- Item(s) were not marked ‘FINAL SALE’ at the time of purchase
Please choose carefully when purchasing the following merchandise as we will not accept returns for change of mind or exchanges for the following items due to our Health & Hygiene Policy (unless the item is faulty):
- Underwear and any items without a hygiene seal (for example swimwear bikini bottoms and one-pieces);
- Cosmetics, makeup and any beauty products or tools;
- Headwear;
- Jewellery;
|
If you believe your item may be faulty or received the wrong item please view this article: |
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
We also do not process returns for in-store purchases.
2. PACKAGE YOUR RETURN
Please make sure the original packaging is undamaged. Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
Do not use the shoebox as an external postage box. Any orders returned in a taped-up or damaged shoebox, or with the label stuck to the shoebox, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Please follow the prompts to pay for and print a return shipping label.
Attach the label to your parcel and drop it off at your nearest Post Office.
Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
Entering your order number: Your order number will start with "NUDE_". Please ensure to include the _.
Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
WHAT'S NEXT?
Once your return arrives back with us, please allow 7 business days for this to be processed. You'll then be refunded via your original payment method and notified via email- Please allow up to 5 business days for the funds to reflect in your account.
Please note: Any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
Read full articleIf an item is not available in your local store, our team can order the item for you from another store in Australia and have it delivered to your home address.
When ordering in-store, it is important for you to check the postal address and the contact details are correct.
DELIVERY
Our delivery times for in-store orders are the same as normal online orders.
See here for our delivery times.
RETURNS
If you want to return your item ordered in-store, please visit us in-store for a refund.
We currently do not facilitate online returns for orders placed in-store. When returning your item, please bring along your original receipt for our team to seamlessly process your return. Ensure your items meet our Returns Policy conditions.
Please note: If we are unable to fulfil your in-store order, please visit us in-store to claim your refund. Our customer support team may have emailed you about the cancellation of your order, please ensure to check your inbox for an update. If you are unable to come in-store for a refund, our customer support team can assist you with a gift card refund instead.
For more information, please get in touch with us below!
Read full articleWe really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries.
This is called a split order. We do this to make sure you can get your full order from all over Australia.
How does it work?
If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number.
When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times.
Due to this, your items will be delivered separately.
Read full article
All offers, promotions and discounts are subject to our Terms and Conditions.
Promotional Voucher and Coupon Code Exclusions:
- Unless otherwise specified, Promotional Vouchers and Coupon Codes cannot be used to purchase eGift Cards, Sale/Discount Merchandise and third-party or Non-Merchandised Product (eg. Event Tickets).
- Unless otherwise specified, Promotional Vouchers and Coupon Codes are not available in conjunction with any other offer, including other coupon codes.
Take a further 20% Off Final Sale products
Receive a further 20% off on final items. Discount applies at cart automatically. For a limited time only. Not in conjunction with another sale, offer or discount code.
Afterpay Day Sale
Get 40% off Selected Styles in-store and online for a limited time only. Prices as marked, and cannot be redeemed in conjunction with another sale, offer or discount.
30% Off Winter Styles
Receive 30% off on selected Winter Styles in-store and online. Cannot be redeemed in conjunction with another sale, offer, or discount.
Offer ends 29/7/24 at 11:59pm.
Welcome Offer -15% off your first order
Sign up to our Newsletter online to be sent the offer code. Valid on first online order only and for 7 days from issue.
Valid on full price items only, excludes sale items and gift vouchers. Cannot be used in conjunction with any other offer or voucher code. The discount can only be used once per customer + incurs no minimum spend. Discount cannot be retrospectively applied to previous orders.
Discount Codes
Discount Codes can be used as a means of payment, partial-payment, or discount for certain or specified purchases online.
Customers should read the specific details about any Discount Code, and reach out to our Customer Service Team for more information if required. These additional terms may outline what your Discount Code can or cannot be used for, whether it has a minimum spend, whether it applies only to a specific product or group of products, whether it is available for a limited time or specified date range, and/or only available to a specific customer group.
Discount Codes are valid on full-price products only, unless otherwise specified.
Discount Codes cannot be used to purchase gift cards, sale items or products that are part of another promotion. Discount Codes cannot be used in conjunction with any other promotion, offer, or discount.
Read full article