Need to make a change?

Returns & Exchanges

Free Exchanges

Need to size up or down? No problem! Follow our returns portal linked below to get started. Plus you can receive the exchange before you ship your original item back! International customers are responsible for return shipping costs.

Please note that we charge a $6 handling fee for items being returned or exchanged more than once (an exchange of an exchange, etc.). Note that your first exchange is still free!

Please note orders placed through Facebook or Instagram are unable to be exchanged in our portal due to limitation with Facebook at this time. You can still return for refund.

Easy Returns

We know dog sizing can be tricky, which is why we offer easy returns. Send back any unused items within 30 days using our self-service portal for a refund of your items! All items being returned for refund will be subject to a $6 label fee. International customers are responsible for return shipping costs.

Prep Your Return/Exchange

• Just like humans, we know pups need to try things on to make sure they're the perfect fit!

• Make sure your return/exchange is clean and free of dirt, debris and dog hair!

• Please ensure that the product has no wear and tear. 

• Items returned with strong odors (sprays, perfrumes, cigarrette smoke) will not be accepted.

• Returns of multiple orders should not be combined, but packaged separately with separate labels. Returns that are combined may result in delayed processing or not be processed at all.

• If you've got any of the original packaging, please include it with your return/exchange. 

What if your return has been worn?

Unfortunately, for any items that have clear use/wear and tear we will not be able to offer a refund or exchange. We reserve the right to deny items that are in used or damaged condition. Please note this includes any smell (including perfumes).

Questions? We're always happy to help! Just holler at hello@lucyand.co.

Can I return or exchange my Personalized Silicone ID Tag?

Our Personalized Silicone ID Tags cannot be changed/edited/adjusted once your order has been placed - please note this includes cancellations.

At this time, Personalized Silicone ID Tags are non-refundable and non-exchangeable.

What do I do if the item I want to exchange for is out of stock?

If the item you’re looking to exchange for is out of stock, we recommend choosing a store credit refund for your item(s) and then signing-up for the waiting list of the item(s) you’re looking to get. You’ll be notified the moment your item(s) hit the shelves. Once the item is back in stock you can purchase with your store credit!

Please note that if an item doesn’t allow you to sign-up for the waiting list, it means we will not be restocking the item. If you have any questions feel free to reach out our customer service at hello@lucyand.co for additional help!

I purchased Lucy & Co. from a different store, can I return it on your site?

Unfortunately, if the product was not purchased directly from Lucy & Co. we cannot exchange or return the product.

We recommend reaching out to the store you purchased from & follow their return/exchange policy.

Mystery & Final Sale Items

All mystery items and items marked as final sale are unable to be returned or exchanged.

Ready to start your return or exchange? Start the process below.

Thanks for your help in following the steps outlined above as you prep your return. You're helping us reduce waste and keep our planet clean for pups and people to enjoy! 

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