Delivery & Tracking

If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse. 

Some possible reasons why your order was unable to be delivered:

• Your delivery address was incomplete or incorrect

• No-one was present to receive the parcel

• The delivery was rejected 

Once your parcel has been returned to sender, unfortunately we cannot send the parcel back out to you.

We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order for them to be delivered to a location where they can be signed for such as your place of work.

If you haven't yet received a tracking number, it just means we're working on processing your order.

You'll receive an automated notification with your tracking number once your order has been dispatched. 

We also recommend checking your spam/junk inbox as it can sometimes land in there.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

We're so sorry it's arrived in this condition!

Reach out to our Customer Experience team below ASAP, and we'll gladly assist! 

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.

Express Shipping FREE on all orders over $100

A flat rate of $10 per order applies for orders under $100

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.

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• Your order is still processing in our systems
• A small typo in the email address entered at the checkout
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our Customer Care team below and we'll locate and resend your order confirmation. 

We aim to pack and dispatch online orders within 1-3 business days. Once your order is dispatched, you will receive an email notification with a tracking number. 

Please note: During peak periods (sales or public holidays), dispatch times may be longer. 

Our team work quickly to get orders picked, packed and out the door to you - so we can't guarantee that we'll be able to update your delivery address before it is packed. 

If you have just placed your order, or you have not received a tracking number:

Please contact our Customer Care team.

There is a short window of time before it's ready to be shipped that we may be able to update the address for you. 

If you have been sent a tracking number:

We are unable to update a delivery address once an order has been packed.

Please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address. Any address updates completed by StarTrack will add an additional business day for delivery on top of the standard delivery time. 

Unfortunately, we're unable to cancel an order once it's placed. 

Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

Please note: Once you've received your item(s), you can you can return them in accordance with our Returns Policy.