Thank you for shopping with Lucy Jane RICHARDSON. As a dedicated apparel supplier serving global customers, our brand upholds strict order processing and cross-border shipping standards. We strive to ensure every clothing order is thoroughly reviewed, carefully packaged to prevent wrinkles and damage, and delivered accurately and intactly within a standard shipping schedule.

1. Order Processing Time

Every confirmed apparel order will go through quality inspection, product sorting and professional packaging within 1-3 business days after order confirmation, excluding weekends and official public holidays. During large-scale promotional events with heavy order volumes, standard processing schedules may be prolonged. Our team will issue timely email alerts to customers for any notable shipping delays.

2. Shipping Costs and Delivery Timeframes

Shipping fees for all clothing orders are automatically calculated and clearly presented on the checkout page before payment confirmation, ensuring full cost transparency for every purchase.Estimated delivery times:Standard Shipping: 15 business daysAll quoted delivery periods are reference estimates only. Actual parcel arrival may vary due to courier service backlogs, customs inspection progress, adverse weather conditions, international logistical limitations and regional holiday closures.

3. Shipment Confirmation and Tracking Access

Once your apparel order leaves our warehouse and ships out, you will receive an official shipment confirmation email including exclusive tracking details for your package.Tracking status and logistics data will generally be updated and accessible for online monitoring within 24-48 hours after the shipping carrier completes parcel collection and system registration.

4. Address Accuracy Liability Exclusion

Customers are required to double-check and confirm the accuracy and completeness of their recipient address during checkout to avoid misdelivery and package return incidents.Lucy Jane RICHARDSON assumes no liability for parcels misdelivered, undeliverable or returned due to incorrect or incomplete address information provided by customers. Any packages returned because of address errors will be subject to additional reshipping fees borne entirely by the buyer.

5. Lost & Damaged Package Handling Rules

International shipments may incur import duties, customs taxes and clearance fees stipulated by destination authorities. All such additional charges are the sole responsibility of the customer and are not included in product prices or standard shipping fees.

7. Contact Information

If you have any questions or concerns regarding this Shipping Policy and your order logistics status, please contact our dedicated support team via the official details below:Trade Name: Lucy Jane RICHARDSONPhone number: +64 20 2781 5489Email: service@truenova.shopPhysical address: 154 Burgundy Court, Hamilton, WKO 3210, New Zealand

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@truenova.shop. Please note that returns will need to be sent to the following address: 154 Burgundy Court, Hamilton, WKO 3210, New Zealand
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@truenova.shop. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@truenova.shop.