Terms & Conditions

Last updated: 4 December 2025

Welcome to Lucanna Australia (“Lucanna Australia”, “we”, “us”, “our”). By using our website, purchasing our products, or commissioning a custom garment, you agree to the following Terms & Conditions.

1. General

These Terms & Conditions apply to all orders—including custom, commissioned, made-to-measure, and ready-to-wear pieces—purchased through Lucanna Australia.

We may update these terms at any time. The updated version will always appear on our website with the revised date.

2. Custom & Commissioned Garments

Commissioning a garment from us means you are engaging in a bespoke process. By placing a custom order, you acknowledge and agree to the following:

2.1 Design Approval

  • All designs must be approved by you in writing (email or message) before production begins.

  • Once design approval is received, changes may incur additional costs and may extend the turnaround time.

2.2 Measurements

You may provide your own measurements or attend a fitting (if offered).
You acknowledge that:

  • Accurate measurements are essential for a correct fit.

  • If you provide measurements, we are not responsible for fit issues resulting from incorrect or outdated measurements.

  • Significant body changes after measurements are taken (e.g., weight fluctuations, pregnancy, postpartum changes) may require adjustments at an additional cost.

2.3 Handmade Nature

All custom garments are handcrafted, and because of this:

  • Minor variations in stitching, placement, texture, fabric grain, or colour are normal.

  • These variations are not considered faults.

3. Turnaround Time

3.1 Estimated Timelines

Custom garment turnaround times vary depending on design complexity, fabric availability, the current production queue, and peak season demand.

Unless otherwise specified, the general turnaround for custom garments is:

  • Standard custom garment: 4–8 weeks

  • Complex gowns (bridal, evening, multi-layered designs): 8–16 weeks

  • Rush orders: Available upon request and subject to approval and an additional fee

Specific timelines will be provided during your consultation.

3.2 Delays

Turnaround times are estimates, not guarantees.

Delays may occur due to:

  • Fabric delays or supply shortages

  • International shipping disruptions

  • Customs delays (for imported fabrics or materials)

  • Design changes requested by you

  • Illness, emergency, or unexpected production issues

We will notify you of any significant delays, but delays do not provide grounds for cancellation or refund, as long as reasonable progress is being made.

3.3 Client Responsibilities

You agree to:

  • Respond to communication promptly

  • Attend fittings on time (if applicable)

  • Approve designs, materials, and changes without unnecessary delay

  • Pay invoices within the required timeframe

Failure to comply may extend your turnaround time.

4. Payment Terms

4.1 Custom Garment Payments

Custom and commissioned garments require:

  • Non-refundable deposit: payable upon booking

  • Balance: due before final pickup or shipping

Work will not begin until the deposit is paid.

4.2 No Refunds on Custom Orders

Custom and commissioned garments are non-refundable under all circumstances except where required by Australian Consumer Law (e.g., a major fault).

Change of mind, event cancellation, sizing issues due to incorrect measurements, or delays caused by the client are not grounds for refunds.

5. Ready-to-Wear Purchases

Ready-to-wear items may be returned or exchanged under our standard returns policy (unless purchased as final sale). Items must be unworn, unwashed, and in original condition.

6. Shipping & Delivery

6.1 Domestic & International Shipping

We ship worldwide.
You are responsible for:

  • Providing accurate shipping details

  • Any customs duties, taxes, or import fees for international orders

  • Being available to receive the parcel

We are not responsible for:

  • Parcels lost or stolen after delivery is confirmed

  • Delays caused by couriers, customs, or border inspections

6.2 Signature on Delivery

Some orders may require a signature. If refused or missed, redelivery fees may apply.

7. Alterations

Alterations after delivery or final fitting are not included unless stated otherwise.

If fit issues arise due to changes in measurements after the garment has been made, any alterations will incur an additional fee.

8. Garment Amendments

Lucanna Australia offers a limited amendments service for minor, repairable damage such as small tears or rips. This service is available exclusively for Lucanna garments and is subject to assessment and approval.

8.1 Assessment & Eligibility

  • All amendment requests must be submitted via photo and written description prior to acceptance.

  • Lucanna Australia reserves the right to decline any amendment request that falls outside the scope of minor, easily repairable damage.

  • Stains, significant structural damage, or issues requiring extensive reconstruction will not be accepted.

8.2 Customer Responsibilities

  • Once an amendment is approved, the customer is required to purchase a prepaid parcel to send their garment to Lucanna Australia.

  • Detailed instructions for preparing and sending the garment will be provided via email upon approval.

  • Lucanna Australia is not responsible for parcels lost or damaged in transit to our studio. Customers are encouraged to retain tracking information.

8.3 Fees & Timeframes

  • Timeframes for completion may vary depending on the nature of the repair.

  • Lucanna Australia will notify the customer upon completion and return the amended garment using the prepaid parcel provided by the customer.

By submitting an amendment request, customers acknowledge and agree to the above conditions.

9. Intellectual Property

All patterns, designs, sketches, images, and content remain the property of Lucanna Australia.
You may not reproduce or distribute our work without written consent.

10. Limitation of Liability

To the fullest extent permitted by law, we are not liable for:

  • Losses caused by delay

  • Incorrect measurements provided by you

  • Postal or courier delays

  • Event cancellations

  • Indirect, incidental, or consequential damages

Your rights under Australian Consumer Law still apply.

11. Privacy

Your personal information is managed in accordance with our Privacy Policy.

12. Governing Law

These terms are governed by the laws of Queensland, Australia.
All disputes will be handled exclusively in Queensland courts.

13. Contact Us

For questions, alterations, custom orders, or concerns:

Lucanna Australia
Email: Info@lucannaaustralia.com
Website: lucannaaustralia.com
Address: Queensland, Australia