Return & Exchanges

Customers may apply for a return or exchange within 14 days after receiving their product(s). Refunds will be made using the same method of payment used for purchase.

Please note that items marked as “Final Sale” are not eligible for return or exchange. Sale and promotional items are subject to our regular return/exchange policy.

Cancellation

• We accept order cancellations before product processing. If the order is cancelled at this stage, you will receive a full refund.
• If the product has already been shipped, we are unable to cancel the order.

Return/Exchange Conditions

• Items must be in their original selling condition, unworn, unwashed, unaltered, and with all tags attached.
• Returns must include the original boxes.
• All returns must be sent in one package.
• Return/Exchange shipments must use the same service as the original delivery.
• We only accept returns/exchanges from the country to which an order was originally shipped.
• Customized items cannot be returned.
• The return/exchange is not free of charge (import and shipping fees are the customer's responsibility).
• For hygiene reasons, certain items like underwear briefs, some jewellery, make-up, and skincare products cannot be returned. Swimwear can only be returned if the sanitary liner is intact.
• Faulty items are eligible for return.
• We reserve the right to refuse returns/exchanges if the item shows signs of wear or has been altered.

How to Return an Item or an Entire Order?

1. Contact our Customer Service with your order number, proof of purchase, and a photo or video of the faulty product.
2. Place the item(s) and the receipt back into the original packaging.
3. Complete all three copies of the Returns Pro-Forma Invoice Form, place them in the transparent envelope, and attach it to the package (do not seal the package yet).
4. Hand over the package to the courier for inspection, then seal it securely.

Refund

• In case of a return, the refund will be credited to the original payment method, excluding shipping costs.
• Allow 7-14 business days for processing your return. If the return doesn't meet our conditions, the package will be sent back at your expense. A confirmation email will be sent once your refund is processed.

Return/Exchange Address

LucyWatch 3836 S Killarney Ct, Aurora, CO, USA

Support Contact

• Email: service@lucylx.com
• Service Tel: +1 970-332-8134
• We aim to respond within 24 hours.

Customer Service Chat Hours: Monday - Friday: 8 AM - 6 PM MST