Refund policy

At Lucy Vera, we want you to love your purchase! We take great pride in the quality of our footwear and fashion collections. If you are not completely satisfied with your order, we are here to help you with a return or exchange.

Please read our return and refund policy below to understand our guidelines and procedures.

⏱️ Return Window

  • 30-Day Policy: We offer a 30-day return window. You have 30 days from the date you receive your package to request a return or exchange.

  • Please note that return requests made after this 30-day period will unfortunately not be accepted.

📋 Return Eligibility & Conditions

To be eligible for a full refund or exchange, your item must meet the following criteria:

  • Original Condition: Items must be unworn, unwashed, undamaged, and in the same condition that you received them.

  • Original Packaging: Shoes must be returned in their original shoebox, and apparel must have all original tags still attached.

  • Proof of Purchase: A valid receipt, order number, or proof of purchase is required to process your return.

We reserve the right to refuse returns that show signs of wear, damage, or do not meet the above criteria.

⚠️ IMPORTANT RETURN ADDRESS NOTICE (DO NOT SHIP TO OFFICE)

  • Corporate Address: 9635 Base Line Rd, Rancho Cucamonga, CA 91730 🇺🇸

  • Please Note: This address is strictly our corporate administrative office. It is NOT a retail storefront, nor is it a distribution center or return warehouse.

  • ❌ NO UNAUTHORIZED RETURNS: We absolutely do not accept or process any returns, exchanges, or packages sent directly to this address. Any package mailed here without prior authorization will be rejected by our office or discarded, and no refund will be issued.

  • Authorized Return Address: You must contact us first to receive the correct, designated return warehouse address and a Return Authorization (RA) number.

🔄 How to Initiate a Return

Ready to make a return? Just follow these simple steps:

  1. Contact Us: Send an email to hello@lucyvera.com with your order number and the reason for your return.

  2. Receive Instructions: Our customer support team will review your request and send you the step-by-step return instructions, along with the correct return warehouse address.

  3. Pack & Ship: Securely pack your items in their original packaging, clearly write your RA number on the outer shipping box (not the shoebox itself), and ship the package back to us using a trackable shipping service.

    • Note: Customers are responsible for paying their own return shipping costs unless the item arrived damaged or defective.

💸 Refunds & Processing

  • Inspection: Once your return is delivered to our authorized warehouse and inspected by our team, we will send you an email to notify you that we have received your returned item and whether your refund has been approved.

  • Credit: If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment.

  • Timeline: Depending on your financial institution, it typically takes 5–10 business days for the refund to reflect on your bank or credit card statement.

📦 Damaged or Defective Items

We take extra precautions to ensure your products arrive safely. However, if you receive an item that is defective, damaged, or incorrect:

  • Please email us at hello@lucyvera.com within 3 business days of receiving your delivery.

  • Please include your order number and clear photos of the damage/defect.

📧 Get in Touch

For any questions regarding your refund, sizing concerns, or to start a return process, please contact us at:

  • Email Support: hello@lucyvera.com ✉️

  • (Our customer care team typically responds to emails within 24–48 business hours, Monday through Friday.)