FAQ

Payments & Safety

- Is my payment data safe with you? 
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover. your payment data's security is of utmost importance to us. We employ rigorous measures to safeguard your information, including encryption and advanced security protocols. Rest assured, your data is treated with the highest level of confidentiality and protection. If you have any further questions or concerns, please don't hesitate to reach out to us. Your trust is greatly valued, and we're here to ensure a secure and seamless experience for you

- Do you accept online payments?
Do you accept online payments? Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

- What forms of payment do you accept? 
We accept payments from major credit card companies such as Visa and Mastercard. We also offer options for Apple Pay and Paypal. We are continuously working to enhance our payment options and plan to introduce more secure methods in the near future.

Shipping & Delivery

- How long does it take to get my products?
Processing Time: Once your order is placed and payment is verified, we require a certain amount of time to process your order. This includes picking, packing, and preparing your items for shipment. The processing time may vary depending on the volume of orders we receive but is typically within 2-3 business days.

Delivery Time: We take pride in offering our customers a reliable and efficient shipping service. Currently, we provide a single shipping option, which is standard shipping. The estimated delivery time for standard shipping typically ranges from 5 to 15 business days.
Due to global supply chain challenges, shipping times could be longer than usual.

- Is there free shipping?
Free shipping on all orders.

- Do you ship internationally?
We've expanded our shipping services internationally to provide our products to customers in all available markets at checkout. We appreciate your interest in our products and are thrilled to offer global shipping.

If you have any inquiries or require assistance, please don't hesitate to contact us at info@lucrando-melbourne.com. We're committed to providing the best customer service experience possible.

Thank you for your continued support as we extend our services to a wider international audience. We look forward to serving you and delivering our products to your preferred destination.

- Do you ship to my area?
During the checkout process, you'll have the convenience of selecting from the provided list to ship to all available markets. We proudly offer FREE shipping services across all these markets.

In the event that you don't find your specific region or country listed, please don't hesitate to reach out to us. We're here to assist you and explore potential solutions. Your satisfaction is of utmost importance to us, regardless of your location.

 

Returns & Refunds

- Do you offer refunds?
Yes we do. Our return policy spans a duration of 30 days, commencing from the date you receive your items. To qualify for a return, please ensure that the item remains in its original packaging, unaltered, and unused, maintaining the same condition in which it was received.

Refunds are applicable only to regularly priced goods. Unfortunately, sale items cannot be refunded. Please refer to our return policy to determine if you qualify for a return and reach out to our customer support team for assistance.

- How long after I complete a purchase can I ask for a refund?
We provide a generous 30-day return period, beginning from the date of package receipt.

- What are the return conditions?
In the case when the product and packaging are unopened and undamaged, you are eligible for a full refund on the return of the items. In the case when the packaging has been opened and the product has been used, you are eligible for a partial refund.
All items must be returned in an unworn and unwashed condition, suitable for resale.

- How long does a refund take?
We strive to process returns as quickly as possible. Once we receive your return in our warehouse, we aim to process it within 2 working days. After the refund has been processed, you will receive a notification. Please note that it may take up to 12-15 working days for the refund to appear in your bank account.

- Who pays the shipping costs in the case of a refund when the order has free shipping?

If you encounter any issues with the quality, color, or size of your order, we are committed to ensuring your satisfaction. In the unfortunate event that you receive a product that does not meet your expectations, you have the option to either receive a full refund, store credit or exchange the item by returning the item to our warehouse.

If you have chosen the wrong size and would like to replace it, please note that the cost for returning the item will be at the customer's expense. We appreciate your understanding in this matter and are here to assist you with any further inquiries. 

Clothing Sizes

- Do you have a Size Chart?
Yes, we provide a detailed Size Chart for all our garments. Our Size Chart is conveniently located on each product page. Simply click on 'Size Chart' to access detailed measurements for both the product and body measurements.

- How does the size chart work?
We provide a detailed size chart on each garment's page, displaying the actual measurements of the item. You can measure your own body (such as bust, waist, or hips) and compare it to our size chart to find the best fit. Another helpful method is to measure your clothing and match those measurements with the size chart. This is a recommended approach.
Still unsure or need further assistance? Reach out to us at info@lucrando-melbourne.com. Our team is available 7 days a week to assist you!

- Can you assist with selecting a size?
Yes, we can. After you viewed our size chart, and you are still unsure or need further assistance? Reach out to us at info@lucrando-melbourne.com.

Our team is available Mon-Fri 9am-6pm & Sat 9am-3pm to assist you

Please note that as our styles originate from various unique designers, the fit may vary. You might need different sizes for different garments due to variations in cut and composition, affecting how each piece fits. The 'Details' section on each product page outlines stretch and important fit details.