Refund policy

Return & Refund Policy – Lucas Couture

Effective Date: July 14, 2025

Thank you for shopping at Lucas Couture. We want you to be completely satisfied with your purchase. If you are not satisfied, please review our return and refund policy below.

1. Return Conditions

  • Return Period: You may return items within 30 days of receiving your order.
  • Item Condition: Items must be unused, unwashed, and in the same condition as received.
  • Original Packaging: Items must be returned in their original packaging with all tags attached.
  • Proof of Purchase: A receipt or proof of purchase from Lucas Couture is required for all returns.
  • Exclusions: Sale items are not eligible for a refund to the original payment method. Instead, you will receive store credit for the value of the returned sale item(s).

2. How to Initiate a Return

  1. Contact Us:
    Email our customer service team at support@lucascouture.com within 30 days of receiving your order.
    Please include your order number and the reason for your return.

  2. Return Approval:
    Our team will review your request and provide return instructions if your return is approved.
    Returns without prior approval may not be accepted.

3. Return Shipping Fees

  • Customer Responsibility:
    Return shipping costs are the responsibility of the customer unless the return is due to a damaged, incorrect, or faulty item sent by us.
  • Damaged/Incorrect Items:
    If you receive a damaged or incorrect product, please contact us immediately. We will cover the return shipping costs and ensure a satisfactory resolution.

4. Exchanges

  • We accept exchanges for eligible items.
    Please contact our customer service team at support@lucascouture.com for assistance with exchanges.

5. Refund Process

  • Inspection:
    Once we receive and inspect your returned item, we will notify you of the status of your refund.
  • Refund Method:
    If approved, your refund will be processed to your original payment method within 7 business days. Processing times may vary depending on your card issuer or payment provider.
  • Store Credit for Sale Items:
    Sale items are not eligible for a refund to the original payment method. You will receive store credit for the value of the returned sale item(s), which can be used for future purchases.
  • No Restocking Fees:
    We do not charge any restocking fees for returns.

6. Cancellations

  • Order Cancellation:
    You may cancel your order within 24 hours of purchase for a full refund.
  • After 24 Hours:
    After this period, cancellations are no longer possible due to our fast processing and fulfillment times. However, you may return the item after receipt in accordance with this policy.

7. Non-Returnable Items

  • For hygiene and safety reasons, certain items such as underwear, swimwear, and earrings cannot be returned unless faulty or damaged.
  • Gift cards are non-refundable.

8. Damaged or Faulty Items

  • If you receive a damaged, defective, or incorrect item, please contact us within 7 business days of receiving your order.
  • Provide your order number and clear photos of the issue.
  • We will arrange for a replacement, refund, or store credit as appropriate.

Restocking & Reshipment Fee

If a package is returned to us because it was unclaimed, refused, or had an incorrect address, a £10.00 restocking and reshipment fee will apply.
This fee covers the cost of handling the returned item and sending it out again, and must be paid before the package can be resent.

Refunds Instead of Reshipment
If you prefer a refund instead of a reshipment, a 25% restocking fee will be deducted from the refund amount.

Items returned due to our error (wrong item or defective product) are not subject to these fees.

9. Return Address

Returns should be sent to:
Lucas Couture
28 King's Mews, London WC1N 2JB, UK

Please do not return items without prior approval from our customer service team.

10. Customer Support

  • Email: support@lucascouture.com
  • Phone: +44 755 776 8838
  • Address: 28 King's Mews, London WC1N 2JB, UK
  • Customer Support Hours: Monday – Friday, 8:00 AM to 6:00 PM
  • We aim to respond to all inquiries within 24 hours.

11. Policy Updates

Lucas Couture reserves the right to update or modify this Return & Refund Policy at any time. Changes will be posted on this page and are effective immediately upon posting.

Thank you for shopping with Lucas Couture. Your satisfaction is our priority.