Frequently Asked Questions (FAQs)

Sizing

How do I ensure I order the correct size?

• Many of the clothes are unisex. Check the specific sizing guide as they do vary.
• Use the measurements in each size guide and compare them to an existing item of clothing that you have at home for an easier comparison.

Delivery

Why has my order arrived in 2 parcels?

• If your order contains products that have been sent from 2 different fulfilment locations, your order will arrive in 2 parcels. This will not affect the shipping cost that the customer pays.

How much is shipping and does the shipping cost change?

• Shipping is £4.99 standard price and does not change.

How long does delivery take?

• Delivery varies. For UK fulfilment locations it takes between working 4-7 days on average. For USA fulfilment locations it takes between 7-10 working days on average. Holiday seasons will affect the delivery times unfortunately.

Returns and refunds.

How do I return items?

• Enter your order number and email address in the Return request form fields and click submit.
• Follow the instructions and select the items you want to return.
• You will get a confirmation email with the shipping guidelines once the return request is approved.

What items are returnable?

• They must be in original condition.
• For clothing, unwashed and unworn.
• In the original packaging.

Are there any charges for return?

• Original shipping charges are non-refundable.
• You are responsible for the charges of the return shipping. The

How soon will I get my refund?

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 30 working days.

How is my refund and return calculated?

• Your refund price will be decreased by the cost of the return shipping. We calculate this automatically before processing your refund.

What is Lucidate’s Refund and return policy?

• Find the link to our policy here.

How do I receive an email newsletter?

• Subscribe and receive a 10% Coupon code for your first order, stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage.

Orders

How do I place an order on your site?

Placing an order at Lucidate is quite simple. Here’s how:

1. Choose a category or designer from the top navigation menu or search to explore a specific style or trend.
2. Select the size of your item and click ‘Add to cart’. Once you have finished adding your items, proceed to Checkout under ‘Cart’.
3. Simply enter your email address to proceed.
4. Enter your address and payment information and select a delivery method to complete your order. Once your purchase is confirmed, it will be carefully prepared and shipped to you. We’ll be sure to keep you updated every step of the way.

Can I cancel or make changes to my order?

• As your purchase will be prepared quickly for dispatch, please contact our Customer Service as soon as possible to cancel or make changes to an order. Unfortunately, once the order has been processed, we are unable to cancel it or to add any items, but we welcome you to place a new order for any additional pieces. Further information on cancelling an order can be found in our Return Policy.