Refund policy

At Lucy Satin, we want you to feel confident with every purchase. If something isn’t quite right, our return process is designed to keep things simple and straightforward. Please review the guidelines below before requesting a return.

🔄 Return Window

We accept eligible return requests within 30 days of the date your order is marked as delivered.

To qualify for a return, merchandise must:

  • Be unworn, unused, and unwashed.
  • Remain in its original condition.
  • Have all original tags attached.
  • Be returned with the original packaging when possible.
  • Be free from makeup, perfume, stains, odors, pet hair, or other signs of use.

Items that do not meet these requirements may be declined.

🚫 Items We Cannot Accept

For hygiene and safety reasons, certain products are not eligible for return, including:

  • Bodysuits
  • Swimwear without the original hygiene liner
  • Underwear and intimate apparel
  • Bras and shapewear
  • Earrings and certain accessories
  • Gift cards
  • Personalized or customized products
  • Final Sale or Clearance items
  • Items damaged through misuse, improper care, or normal wear

📩 How to Start a Return

Please contact us before sending any item back.

Email: vip@lucysatin.com

Your return request should include:

  • Order number
  • Name of the item you would like to return
  • Reason for the return
  • Photos if the item arrived damaged, defective, or incorrect

Once your request has been reviewed and approved, we will provide the appropriate return instructions and return address.

Unauthorized returns may not be accepted.

📦 Return Shipping

For returns that are not caused by an error on our part, customers are responsible for the return shipping cost.

Original shipping charges are generally non-refundable.

We recommend choosing a shipping service that provides tracking, as Lucy Satin cannot be responsible for return packages that are lost or damaged while being shipped back to us.

⚠️ Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or contains the wrong item, please contact us within 7 days of delivery.

Please send:

  • Your order number
  • Photos clearly showing the issue
  • Photos of the shipping label
  • Photos of the original packaging when applicable
  • A brief description of the problem

After reviewing the information, we will determine the appropriate resolution, which may include a replacement or refund.

💳 Refunds

After we receive your return, the item will be inspected to confirm that it meets our return requirements.

Once the return is approved, the refund will be sent to your original payment method within 5–10 business days.

Please remember that your bank or payment provider may need additional time to make the refunded amount available in your account.

🕐 Order Cancellation

If you need to cancel an order, please contact us within 12 hours of placing your order.

Once an order has entered processing or has already shipped, cancellation may no longer be possible.

Cancellation Email: vip@lucysatin.com

📮 Undeliverable or Refused Packages

If an order is returned to us because it was refused, unclaimed, or sent to an incorrect address provided by the customer, additional shipping or handling charges may apply.

Where applicable, these costs may be deducted from the refundable amount.

📍 Important Return Address Notice

Lucy Satin

79109 Dune Lake St N
Bermuda Dunes, CA 92203
United States

Business Address Only — Not a Return Address

Please do not send returns to this address unless our Customer Support team specifically instructs you to do so.

Contact us first to receive the correct return authorization, instructions, and return address.

💌 Questions About Your Return?

Lucy Satin Customer Support

Email: vip@lucysatin.com

We typically respond within 24–48 business hours and will be happy to assist you with your return, refund, or order-related questions.