FAQ

At Lugn, we’re committed to ensuring your order reaches you quickly and securely.

Domestic Shipping (Australia)

All orders are processed within 1–2 business days.

Standard shipping across Australia typically takes 3–7 business days.

Express shipping is available at checkout for faster delivery.

International Shipping

We ship worldwide. International orders are processed within 1–2 business days.

Delivery times vary depending on the destination, generally 7–21 business days.

Customs fees, duties, and taxes may apply depending on your country’s regulations. These charges are the responsibility of the customer.

Order Tracking

Once your order has been shipped, you will receive a confirmation email with tracking details so you can follow your package’s journey.

Questions?

If you have any concerns about your shipment, please reach out to us at info@lugn.com and our team will be happy to assist you.

At LUGN, we want you to absolutely love what you wear. While we don’t offer refunds, we do offer easy and flexible exchanges to make sure you get the perfect fit, style, or size.

Exchange policy - Australia

You have 28 days from the date of delivery to request an exchange or receive a store credit (excluding shipping and handling fees).

Please keep in mind:

• Items must be unworn, unwashed, and returned in original condition with all tags attached.
• Sale items are final sale and cannot be exchanged.
• Exchanges are processed within 10 business days of arriving at our facility. We’ll notify you by email once your exchange has been processed. Please allow additional time during peak periods.
• Received something faulty or incorrect? Contact us first at info@lugn.com before starting an exchange.

How To Exchange

To start your exchange, use our online returns portal.

All accepted exchanges can be processed as:

• A Direct Exchange (subject to stock availability)
• A Store Credit (excluding processing and shipping fees)

A $8.95 shipping and handling fee will be deducted from your store credit or applied to your exchange.

We ship worldwide. International orders are processed within 1-2 business days.

Delivery times vary depending on the destination, generally 7-21 business days.

Customs fees, duties, and taxes may apply depending on your country’s regulations. These charges are the responsibility of the customer.

However, we do not offer returns or exchanges for international orders at this time.

We accept major credit cards, including Visa, Mastercard, American Express, and Afterpay.

Afterpay Orders

Using Afterpay? The process is still simple:

• If you choose a store credit, your scheduled payments will continue as normal.
• We do not offer refunds for orders paid via Afterpay.

Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order on our website or through the carrier's website.

If your order has not yet shipped, you can cancel it by contacting our customer service team. If your order has already shipped, you may need to return the items according to our Returns Policy.

Yes, we offer a size guide on our website to help you find the right fit for your body type. If you have any questions about sizing, please don't hesitate to contact our customer service team for assistance.

We’re here for you! If you have any questions, feel free to reach out to our friendly team at info@lugn.com. Our team is available to assist you with any questions or concerns you may have.