HELP CENTRE


If you have any additional questions, contact us via Live Chat or email us at
shop@lucyinthesky.email

GENERAL

We produce all our styles in house in Los Angeles. Unfortunately, we are not selling our styles to other retailers at this time.

All of our styles are designed and produced exclusively in-house, at our offices in Los Angeles, California. We are not doing wholesale at this time.

We are based in Los Angeles, California, but at this time, we are online only and do not have a public location.

If you were interested in working with us, feel free to send us an email at pr@lucyinthesky.email with your social media details.

PAYMENTS

This is a generic card error - this means that your bank is rejecting the transaction at this time. We would suggest to double check your card details. If everything is correct, we suggest using the PayPal checkout and selecting the 'Debit/Credit Card' payment method as it is unlikely to be rejected through that method. Alternatively, you can attempt to place the order with a different card or try again later. If the issue persists, we would suggest to follow up with your bank.

AfterPay is a payment platform which gives you the choice to pay for your purchases via 4 simple interest-free installments, with 25% of your order total paid immediately, and the remaining amount paid every 2 weeks, over 6 weeks. It is an eligeble payment method for all U.S orders over $35. There are no fees if you pay on time.

In order to have an account with AfterPay, you must:

Live in the United States

- Be at least 18 years old

- Have a valid and verifiable mobile number

Use a US Mastercard or Visa credit or debit card to make a purchase

Our regular return policy applies to all orders made through AfterPay.

 

For further information, please visit https://help.afterpay.com/hc/en-au/

We accept PayPal, Credit/Debit Card, Apple Pay, or AfterPay for U.S Customers for payments.

All orders are charged in USD - our website may show you the estimated equivalent amount in your local currency (this can be changed under 'My Account' of the website. Any currency conversion are for reference purposes only.

For international purchases with specific credit/debit cards, your bank may charge an international transaction fee.

Your store credit will be a code which you will receive in your email, to apply at the checkout. You do not need an account to use the store credit, but you can merge and see all your store credits with an account, under the 'My Coupon' section.

If you are using a store credit to cover the full balance of an order, all you need to do is select 'Gift Card/Store Credit Voucher' as your payment method on the checkout screen. As long as the store credit is valid, you will be able to use it pay for your order.

The email which the store credit was issued to must be the same email which is inputted on the checkout page.

If you are applying a discount code or using a store credit to cover the partial balance, you must follow the steps in the order below:

1. Enter your email address under the 'Customer Information' tab.

2. Click the 'Do you have a promo discount code or store credit?' link, where a box will show up asking for your discount code or store credit code. Enter your code.

3. Enter the your address, select your shipping method and payment method.

4. After these are entered, you will see the final order total reflected, including any applied discounts or store credits.

Yes. We are a 100% United States based company registered in California, and we process thousands of orders on a regular basis. We produce and design all our styles ourselves in Los Angeles, and we have Live Chat and Email available for any questions or concerns.

All of our payments, both directly through PayPal and via the Credit/Debit Card option, are securely processed by PayPal's PayFlow payment gateway. What this means is that we do not store or save any of your credit card information at any point, and that all purchases are 100% protected by PayPal's Buyer Protection against non-delivery or receiving something which is not as described.

 

If you received a 'Your order has been processed' confirmation at the checkout, this means that your order was successfully placed and is in our system.

If you do not receive an email from us within 5 minutes of placing your order, we'd suggest to double check your spam/junk mail.

If you still cannot locate it, you may have entered your email incorrectly - reach out to us at shop@lucyinthesky.email or via Live Chat during business hours and we will resend you your confirmation.

Alternatively, if you create an account under the 'My Account' page with the same email you used in your order, you can see all your orders under the 'My Order History' section.

PRIVACY POLICY

PRIVACY POLICY

This privacy policy sets out how Lucy in the Sky, Inc. uses and protects any information that you give Lucy in the Sky, Inc when you use this website. Lucy in the Sky, Inc is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Lucy in the Sky, Inc may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 01/01/2016.

WHAT INFORMATION DO WE COLLECT?

We ask for your name, telephone number, home address, email address and age for competitions, prizedraws, or newsletter sign ups. When a purchase is made on our site, in addition to the above, we also ask for delivery address, and payment method details. We do not save your payment method details on our website. We may obtain information about your usage of our Website to help us develop and improve it further through online surveys and other requests.

WHAT THE DATA WILL BE USED FOR?

Your data will enable us, and our processors, to fulfil your order, to notify you about important functionality changes and for statistical or survey purposes to improve this website and our services to you. We may also send you from time to time (by email) information about products and services and details of promotions and special offers from Lucy in the Sky, Inc. In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. 

If you do not wish to be contacted for these purposes or you wish to request details of personal information which we hold about you, we offer a range of ways in which you can contact us:

•    All email messages and email newsletters will contain information on how you can unsubscribe.

•    Contact us at on the 'Contact Us' form at www.lucyinthesky.com/shop/contact, or at shop@lucyinthesky.email

•    Write to us at: Customer Service, Lucy in the Sky, Inc. 748 S Main St, Los Angeles, CA, 90014.

WHAT INFORMATION DO WE SHARE WITH OTHERS?

We may contract with other companies to provide certain services, including credit card processing, shipping, name and address verification, email distribution, market research and promotions management. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected.

These companies are prohibited by contract from using this information for their own marketing purposes or from sharing this information with anyone other than Lucy in the Sky, Inc. We may disclose specific information upon governmental request, in response to a court order, or when required by law to do so. We may also share information with companies assisting in fraud protection or investigation. We do not provide information to these agencies or companies for marketing or commercial purposes.

COOKIES

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. 

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

LINKS TO THIRD PARTIES SITES

We may from time to time include third party links on our Website. These linked sites have separate and independent privacy policies. We encourage you to review those policies when you visit those sites. 

This Privacy Policy Statement only covers our Website and does not cover any other website. We therefore have no responsibility or liability for the content and activities of these linked sites.

SALE OF ASSETS

In the unlikely event that Lucy in the Sky, Inc. or substantially all of its assets are acquired, customer information will be one of the transferred assets.

PRIVACY OF CHILDREN ON OUR WEBSITE

Our Website is not intended for use by children under the age of 14, and we will not knowingly collect any information from any person below the age of 14.

RETURNS

Free Returns for United States Customers. All styles are eligble to be returned.

For United States customers, if you log in or create an account via the link below, you will be able to generate a pre-paid USPS return label to return your order. Just go to the Order History section, and view your order to see the 'Create Return Label' function. No further information is required on your end, the return label has all your information. If you placed an order without an account, you can use the same email to create an account to access your return label. Please make sure that the style is in original condition otherwise it may be sent back to you.

https://www.lucyinthesky.com/shop/index.php?route=account/login

You may return any style for store credit by contacting us with your order details within 14 days from the delivery date of the style. Your return will be processed within 10 business days of us receiving it - you will receive the store credit code in your email.

For international customers, return postage is the responsibility of the recipient. Just enclose your order details in your return package and send it back to our Return Address below:

Lucy in the Sky, Inc.
748 S Main St
Los Angeles, California
90014
United States

If a new order is needed urgently, we can issue the store credit in advance once the package has been dropped off to USPS - alternatively, you can place a new order and we can process an original payment method refund for the return of the existing order.

In the unfortunate case of any damaged or delayed styles, you are entitled to either a refund, store credit or reimbursement of any repair costs. Please reach out to us at shop@lucyinthesky.email before returning your styles, in these specific cases. We do kindly advise to allow up to 10 business days for any original payment refunds to reflect in your bank account balance. 

Store credit refunds are processed within 2 to 10 business days of your return being received; and are valid for 6 months from the issue date. They will be received in the form of a code in your email, which can also be accessed via the 'My Account' page of our website.

In the case of any expired store credits, we will gladly issue another current one for the same value.

We do not do direct exchanges, but you can use the store credit you will receive to reorder a style in a preferred color/size. If a new order is needed urgently, we can issue the store credit in advance once the package has been dropped off to USPS - alternatively, you can place a new order and we can process an original payment method refund for the new order.

SHIPPING

All orders ship out of Los Angeles, and we design and make all of our styles in-house locally. Most orders are shipped within 2 business days, though some orders may take up to 10 business days to ship. We produce all of our styles in-house in Los Angeles, hence our styles have different shipping timeframes. You can see an estimated shipping timeframe (the time to process an order before it ships) by going to the specific product page and selecting your size, and in your Order History on the My Account page or in your email confirmation. You can also search for styles with an immediate ship date using the Quick Find on the website, by selecting 'Within 1 Business Day'. Shipping is free worldwide over US$50 and US$4.90 under US$50 for United States Orders, and US$6.90 for International Orders. Business days do not include weekends or public holdiays.

After an order has shipped, standard delivery is 1-4 business days domestically and 5-10 business days internationally (not including any potential customs delays or remote locations). If all your styles have a 'Within 1 Business Day' shipping timeframe, you will see a FedEx option at the checkout, which 1 business day domestically and 1-3 business days internationally. Our cut-off for same-day express shipping is 1pm Pacific Time. If you order multiple styles with different shipping timeframes, your order may ship in multiple parts. You will receive your tracking number once your style/s have been shipped. United States orders are shipped with USPS and International orders are shipped with DHL International Packet Plus; express orders are shipped with FedEx.

For international orders, any taxes or customs fees are the responsibility of the recipient. This cost is not covered or charged by us and is the responsibility of the recipient, and we'd suggest contacting the relevant local authorities to confirm any potential additional charges. Any orders which are returned to sender will be processed for store credit as per the return policy on our website.

If you need a guaranteed delivery date before placing your order (if possible), or believe your order has been delayed, please reach out at shop@lucyinthesky.email or via Live Chat during business hours (9-5 Pacific Time, Mon-Fri, excluding U.S Public Holidays).

As soon as you place the order, it is processing on our end. If you need to make adjustments to your order after it has been placed, please reach out to us as soon as possible, preferably through Live Chat, or at shop@lucyinthesky.email otherwise. Depending at which stage your order is at, we may be able to adjust it accordingly. Any orders cancelled within our specified shipping timeframe can be for store credit.

U.S ORDERS

You can enter your USPS tracking number at the following website: https://tools.usps.com/go/TrackConfirmAction_input

INTERNATIONAL ORDERS

You can enter your DHL tracking number at the following website: http://webtrack.dhlglobalmail.com

Yes! We ship to just about every country in the world - though if you can't see any shipping options for your country, send us a message via the 'contact us' form and we will see what we can do.

All international orders are shipped with DHL International Packet Plus. Shipping is free over US$50 and US$6.90 for orders under US$50. Not including processing time, estimated delivery time for international orders is 5 to 10 business days, (not including any potential customs delays or remote locations).

Please note that we do pay for all shipping and delivery costs; but for international orders, taxes and/or duty fees may be charged on delivery of the order by your local government. This cost is not covered or charged by us and is the responsibility of the recipient, and we'd suggest contacting the relevant local authorities to confirm any potential additional charges. Any orders which are returned to sender will be processed for store credit as per the return policy on our website.

If you have not received your order by the end of your delivery timeframe, we'd suggest following the steps below as they are solving the majority of delivery issues:

- Check again the email you received from us regarding your specific shipping information. Please read the email in full, there may be pertinent details which may have been missed.

- Your order may have been shipped in multiple parts, so the other products in your order may be coming seperately. You would have received multiple shipping notifications if this is the case.

- Verify the shipping address provided - if there is an error, you would need to reach out to DHL GlobalMail or USPS to see if it is possible to update your address. If the initial address provided was incorrect, your package will be processed as returned to sender by our returns team.

- Look around the delivery location for your package, as the order may have been left in an unusual location or see if someone else accepted the delivery, such as a neighbor, either on purpose or by accident. 

- Check in with your local post office, as packages are often held there for pick up.

For more specific information or any delivery concerns for any U.S Orders, you can reach USPS Customer Service below:

Phone: 1-800-275-8777

Email: https://emailus.usps.com/emailUs/iq/usps/request.do?forward=emailUs

For more specific information or any delivery concerns for any International Orders, you can reach DHL GlobalMail Customer Service below:

Phone: +1 317-554-5191

Email: https://webtrack.dhlglobalmail.com/help/contact?country=US

For any other concerns, you can reach out to us at shop@lucyinthesky.email

For international orders, any taxes or customs fees are the responsibility of the recipient - some international orders may have extra charges which need to be paid to receive your order. This cost is not covered by us and is charged directly by your local government. Any charges are the responsibility of the recipient, and we'd suggest contacting the relevant local authorities to confirm any potential additional charges. Any orders which are returned to sender will be processed for store credit as per the return policy on our website.

We produce all of our styles in-house in Los Angeles, hence different styles have different shipping times. We do specifically outline the estimated processing time on each individual product page once a size is selceted, which can range from 1 business day to 10 business days. Please note that business days do not include weekends or public holidays. This timeframe can also be found in your email confirmation or in your Order History under the My Account Page. Unfortunately, we cannot expedite orders specifically beyond the timeframe listed on the product page. You can also specifically search for styles with an immediate ship date through the Quick Find function and selecting 'Ships Within 1 Business Day'.

After an order is shipped, delivery is 1-4 business days domestically, and 5-10 business days internationally, with regular shipping. If your order has styles which are all with a 'Within 1 Business Day' shipping timeframe, you will see an express shipping option at the checkout.

SIZING

Our models are generally around 5 Feet, 9 Inches / 175cm tall, and are always photographed wearing a size small.

Our small is generally the equivalent of a US Size 2.

Our sizes may run a bit smaller, depending on the fabrication and the stretchiness of the material. If you are in between sizes, we would generally suggest to order a size up.

The standard length of our dresses measure approximately 31 inches for size small, measuring from the top of your shoulder.

Please use the following size guide to help determine your size of clothing.

  XS S M L
Bust (In) 30.5-31.5 32-33 33.5-34.5 35-36
Waist (In) 23.5-24.5 25-26 26.5-27.5 28-29
Hip (In) 34.5-35.5 35.5-36.5 37-38 38.5-39.5
If you need specific product measurements or have further questions, please email us at shop@lucyinthesky.email

All our models are approximately 175cm tall. They all photographed wearing size Small.

TERMS AND CONDITIONS

Terms and Conditions

Lucy in the Sky, Inc. operates this Website. This document governs your relationship with www.lucyinthesky.com (“Website”). Access to and use of this Website and the products and services available through this Website (collectively, the "Services") are subject to the following terms, conditions and notices (the "Terms of Service"). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service.

Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this Website.

This Website may contain links to other websites (the "Linked Sites"), which are not operated by www.lucyinthesky.com. www.lucyinthesky.com has no control over the Linked Sites and accepts no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the Linked Sites will be subject to the terms of use and service contained within each such site.

Privacy Policy

Our privacy policy, which sets out how we will use your information. By using this Website, you consent to the processing described therein and warrant that all data provided by you is accurate.

Prohibitions

You must not misuse this Website. You will not: commit or encourage a criminal offense; transmit or distribute a virus, trojan, worm, logic bomb or any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person's proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as "spam"; or attempt to affect the performance or functionality of any computer facilities of or accessed through this Website. Breaching this provision would constitute a criminal offense and www.lucyinthesky.com will report any such breach to the relevant law enforcement authorities and disclose your identity to them.

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.

Intellectual Property, Software and Content

The intellectual property rights in all software and content (including photographic images) made available to you on or through this Website remains the property of www.lucyinthesky.com or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by www.lucyinthesky.com and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.

Terms of Sale

By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price. Dispatch times may vary according to availability and subject to any delays resulting from postal delays for which we will not be responsible. 

In order to contract with www.lucyinthesky.com, you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us. www.lucyinthesky.com retains the right to refuse any request made by you. If your order is accepted we will inform you by email and we will confirm the identity of the party which you have contracted with. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes.

(a) Our Contract 

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.

(b) Pricing and Availability

Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you we will treat the order as cancelled. If you choose to cancel your order and you have already paid for the goods, you will receive a store credit for the same value if it is within our shipping policy as outlined on our website; or with the option of either store credit or original payment refund, in the case of any shipping errors or similar situations.

(c) Payment 

Upon receiving your order, we carry out a standard authorization check on your payment card to ensure there are sufficient funds to fulfill the transaction. Your card will be debited immediately upon authorization being received. The monies received upon the debiting of your card shall be treated as a deposit against the value of the goods you wish to purchase.

Disclaimer of Liability

The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law www.lucyinthesky.com and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website or the Linked Sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise. This does not affect www.lucyinthesky.com’s liability for death or personal injury arising from its negligence, fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability which cannot be excluded or limited under applicable law.

Linking to this Website

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link from any website that is not owned by you. This Website must not be framed on any other site, nor may you create a link to any part of this Website other than the home page. We reserve the right to withdraw linking permission without notice.

Disclaimer as to ownership of trade marks, images of personalities and third party copyright

Except where expressly stated to the contrary all persons (including their names and images), third party trade marks and content, services and/or locations featured on this Website are in no way associated, linked or affiliated with www.lucyinthesky.com and you should not rely on the existence of such a connection or affiliation. Any trade marks/names featured on this Website are owned by the respective trade mark owners. Where a trade mark or brand name is referred to it is used solely to describe or identify the products and services and is in no way an assertion that such products or services are endorsed by or connected to www.lucyinthesky.com.

Indemnity

You agree to indemnify, defend and hold harmless www.lucyinthesky.com, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use this Website or your breach of the Terms of Service.

Variation

www.lucyinthesky.com shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the Services and/or any page of this Website.

Invalidity

If any part of the Terms of Service is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of the Terms of Service will not be affected all other clauses remaining in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly. Alternatively, you agree that the clause shall be rectified and interpreted in such a way that closely resembles the original meaning of the clause /sub-clause as is permitted by law.

Complaints

We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know at shop@lucyinthesky.email if you have any complaints or comments.

Waiver

If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.

Entire Agreement

The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and www.lucyinthesky.com. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of www.lucyinthesky.com.