nudelucy.com.au Avis 

If I could rate less than 1 star, I would.
The sizing is incredibly inconsistent.
I purchased online and the product was too large. I tried to return but was denied as the product I purchased was 20%off sale, so they consider it ‘final sale’ even though you can purchase online and the item is still there at ‘sale’ not ‘final sale’
Bottom line is, I would not recommend for anyone to purchase anything online from this company. The sizing is completely out. Over sized in some items are ridiculous and then in other items are normal over sizing. There are other brands that have similar style. After this customer service experience, I have decided to not purchase with NL again. And the best part, I chatted with Linh and told her how much I have purchased in the past, and she didnt care. As I am only 1 Customer

When returning items due to sizing and poor quality, my refund was never processed. The tracking information was received and confirmed the return to Nude Lucy, yet no refund was processed. I have reached out multiple times over the past two weeks and had no response. I tried live chat and continued on a loop with AI when requesting to "speak with someone". The lack of support from their customer service team in unprofessional and withholding hundreds of dollars from consumers is a poor business model. I can see why they don't take calls. I will not purchase from this brand again and others should not either. Extremely disappointing when a company takes advantage of their customers.

Absolutely dreadful and non sensical customer service. My first and last time buying from this company. Bought some linen trousers in the sale. Bought a large as no medium available and I seemed to be between sizes. Trousers arrived and much too big. Checked online and medium in stock. Asked to exchange and told that no exchange on final sale. Offered to pay postage both way so the company not out of pocket in any way but refused. No common sense and clearly no business sense. Bottom line- if they agreed to exchange for exactly the same item. Happy customer, more future business and still have same item to resell.

Absolute garbage quality fabrics, not fit for purpose.
Really poor customer service, have zero regard for customers. Will go into receivership in a few years with that poor service culture.

Awful quality, awful service.

Purchased a pair of shoes valued at $160 AUD. The quality was terrible and they fell apart after a few uses.

Contacted support with all the required photos and documentation took a MONTH to get back to me and refused to give refund, compensation or any acknowledgement for the shoes - stating wear and tear and I was that I was not covered under consumer law as I had glued my shoes back together so they were wearable whilst waiting a response and this vetoes my rights…

Disgusting. Lost a customer and I will tell others I know not to buy from them.

I had purchased two tiems, after over a week with no correspondence to say it had been shipped or anythng I reached out to customer service, they then replied 3 days later saying sorry, my order had not progressed???What does that even mean! then refunded it, which isnt what I wanted! So I jumped back on and bought the items again, only for them to refund the order 2 days later saying it may be an issue with payment. It wasnt, their inventory is simply out. The money was taken from my account then refunded back in twice!! What a joke!! I wonder what would of happened if I didn't reach out, no stock to fill my order but happy to take my money and not inform me.

This company should be investigated by the ACCC for their return policy.

They advertise a 30-day return policy for all items. What they don't tell you is that when you go to return your item, not only do you have to pay for the return label - which is an uncommon annoyance, but understandable and still within reason - but that you have to pay for your return postage upfront and they do not take it off your item.

For example, if you buy something for $80 and the return label is $10, they don't just take the $10 off your refund and give you a $70 refund. Instead, they make you pay upfront for the return label and then do not refund you until almost two months later.

Presumably it takes two months because after the item arrives in their warehouse, they spend three weeks meticulously inspecting it, then print out your refund and put it on the end of a factory-length support queue conveyor belt that zips along at 5 cm an hour.

It's almost like the company is going out of their way to create the most difficult, expensive, frustrating, and protracted refund policy possible.

Don't get me started on their website when you go for a refund. I felt like I was being teleported to the 1990s. Tiny text zoomed out on a massive screen, almost no formatting or styling, extremely hard to read.

Seriously, this company says they have a generous 30-day return policy, but they are doing everything possible via dark patterns, upfront payments, and just generally taking the mickey to try and stop you from refunding your item.

I highly recommend not buying from this store.

I ordered a medium size dress & it was SO huge that it slipped off my shoulders! Absolute ludicrous sizing. I used the online customer service bot, then emailed and was replied to by Drew (not sure if he was even a real person either!) Drew said they would NOT return as the item was final sale. I even tried to call the Melbourne Central store, no answer! What was most disapointing was that all of the sizes were still available online for said 'final sale' this potentially indicating that all of the sizes for this model had not sold & were off! Could have been a great moment for Nude Lucy to retain a brand new customer! Instead they lost one! Sad! I will not bother with Nude Lucy in the future at all. Id rather go nude than wear this brand.

I ordered a top and bottom set + a dress from the boxing day sale. My order was shipped out in 2 parts, the dress and the top. A couple days go by and I get an email from Nude Lucy saying they had a stock issue and refunded me the pants. I asked customer service if I could refund the top too as now as a set it is useless. I was told that they ‘couldn’t do anything as it was a final sale item’. I understand their T&C’s but at the same time, the stock issue was not my fault and now I have no use for this top. I was not given any compensation, and if I wanted to buy new pants in a different size, I would have to pay for shipping AGAIN. The customer help team was super unhelpful and I will not be purchasing from them again.

This was my first online purchase with Nude Lucy, and it will absolutely be my last. I will no longer shop in store either — this experience has left a bad taste in my mouth. Forget Nude Lucy, this is RUDE Lucy!

To begin with, I never received the 15% first-purchase offer that was advertised. When I raised this, I was told it could be applied to a future purchase — which is irrelevant, as after how this was handled, there will be no future purchase.

The main issue was an item that runs several sizes smaller than standard. I am a small-framed adult, yet a small was completely unwearable. I contacted customer service asking for one simple exchange to a medium.

What should have been resolved quickly turned into an exhausting 10-email back-and-forth. I was polite, honest, and reasonable throughout. Despite this, no exchange was offered, no accountability was taken, and no genuine care was shown.

Under Australian Consumer Law, products must match their description and be fit for purpose. When sizing is inaccurate, consumers are entitled to a remedy. Refusing even a basic exchange while hiding behind policy is unacceptable.

The most disappointing part is that I actually like the clothes. However, I made it clear that they would never hear from me again due to the poor customer service — and that indifference said everything.

Based on other similar reviews, this does not appear to be an isolated issue. Customer service matters, and Nude Lucy has lost a customer.

I’m extremely disappointed with my recent experience with this brand. I purchased an outfit that became damaged after its first wash, something that could have been completely avoided had the store clearly communicated that it was dry clean only. The care instructions were hidden on a tiny internal label, and the fabric didn’t appear delicate or unusual in any way that would indicate special cleaning requirements.

When I reached out for assistance, the company refused to offer a refund or even acknowledge that clearer communication might have prevented the issue. Many other retailers proactively flag delicate items with a special tag, or ensure customers are aware of unique care needs at the point of sale, but this brand places all responsibility on the customer instead of providing basic duty of care.

The lack of accountability and unwillingness to help, or even offer the same discount I got when I purchased the item originally has left a very sour impression. Unfortunately, I won’t be shopping with this brand again, and I wouldn’t recommend it to others who expect transparency and customer support.

I ordered a top and pants in October! I am still fighting to get my $150 returned! Apparently the goods were damaged on the way, were due to reach me on October 28th 2025, today is 3rd December 2025, I am still requesting my funds be returned back to my bank!
I have received every excuse to date, “the damaged goods have reached us now so in 3 days which then became another 2 days, which then became a further 5 days…”, my last response with them on 25th November was we will have this matter sorted in next few days, I responded “I hope I’m not still chasing my money $150 in a weeks time?” YES, ITS NOW 8 DAYS AND NOT A WORD!! STAY AWAY FROM THIS COMPANY AT ALL COSTS!!!!!!

WARNING TO OTHER'S. PURCHASED A FULL OUTFIT set FOR MY DAUGHTER FOR CHRISTMAS. FOUR DAYS AFTER I RECIEVE AN EMAIL SAYING PART OF THE SET IS NOT AVAILABLE So they refunded it. They went ahead and sent the other part of the outfit which is no good because it was a set.... Now I have to wait to receive the items and send them back to get my refund to buy elsewhere making me miss out on Black Friday Sales.
My other order has been close to 2 weeks in transit.
PLEASE DO NOT BUY ONLINE from this shop if you are thinking of quick freight or a present for someone. WHY LIST THEM FORSALE if they don't have them in stock :(. They also make you email or talk chat as they will not provide a number to speak to someone. STAY AWAY... I would rather be Nude with out Lucy.

This company is a disgrace I bought a dress from the Canberra store and they didn’t take the security tag off I live in Sydney so I sent the dress back with receipt for a refund and now no one can help me absolutely disgusting I will never purchase from this company again so now I have no dress and no money

I purchased a top in late February this year in preparation for an upcoming cruise.
Unfortunately, after placing it in my wardrobe, I totally forgot about it until a few days ago.
Today was only the second time I had worn the item while out shopping, a couple of passers-by pointed out that there were multiple threads pulled at both the front and back of the top, resembling claw marks.
I visited the Burnside SA store and, presented the transaction visible on my banking app, however I was informed by the store manager that nothing could be done as the purchase was made 'too long ago'.
As I felt quite uncomfortable wearing the garment in its condition, I then went to another boutique ad purchased a replacement top.
Upon returning home, I contacted customer support and, requested a call back, only to be informed that they do not have a 'phone'..
After several written exchanges, I was told that the store managers decision was final.
Based control this experience, I am extremely disappointed with the level of customer service provided and, WILL NOT be returning to NUDE LUCY in the future.

This experience has resulted in the loss of my future business as, a result f their poor customer service.

sizing is all wrong!!!! and they would not exchange

After reading other similar reviews online I am in the comfort that I am not alone with the experience that I had today in needed Lucy Bondi Junction retail boutique.

I am a heavily pregnant middle-aged woman and arrived at the store this morning at 9:30 to pick up three jackets that were in stock at this store, I had travelled over an hour to be there and upon my arrival at 9:30 (the time the store opens) I opened the door given it was unlocked and innocently walked inside to go about my day .
Well, the shop assistant screamed at me to get out because she had not finished the banking, to which I apologised profusely and said I thought the store opened at 9.30am , and she barked back at me that the store is open at 9:30 am but she wasn’t ready and to shut the “f**in” door . She flustered and slammed her headphones down and directed me to close the door . As such, I said I would wait outside and she could let me know when she was ready.
I shut the door and waited , petrified and really shaken up by the interaction

She then opened the door a few minutes later , and didn’t say a word to me , naturally I was nervous to enter given how she reacted the first time so I continued to wait at the door until I was given permission to enter so as to not have her scream at me again.

She avoided eye contact with me and eventually said “ well the doors open , come in “ . It was confrontation once again and I was left shocked by her manner and attitude.
I walked in and quite rightly told her she didn’t need to be so rude to me .
Then she tells me “ you know what I’m not serving you” and threatens me and said she was calling security to have me removed !! I stood there in absolute disbelief and asked what I had done wrong and continued to walk into the shop to purchase the items I had travelled for . Once again she said she wasn’t going to serve me and this time threatened me and said she was calling her manager , I told her to please call her manager because her behaviour was completely inappropriate. She called her manager and I stood there as she lied about what had happened , on the phone in front of me and 2 other customers

At this point there were 2 other women in the store who looked at me and were also in complete shock as to how the assistant (RIM) was behaving .
She continued to threaten me with security and her manager and the police and after trying to stick up for myself whilst being victimised for no reason I left the store in absolute tears, trying to keep myself calm and composed given I am pregnant and being abused in this way is not healthy for me or for my baby. And I was genuinely shaken up and scared by the interaction .
I walked back into the mall and one of the other customers came to check if I was ok given how I had just been treated .

I contacted nude Lucy Hesd office on the chat and asked to speak to a human , I was told someone would call me today , no one called me , I reached back out and they advised someone from that store would call me in 2-3 business days !!!! I am in total disbelief
I am appalled at how I was treated and how it was handled .
I sympathise with the other reviews on here and agree the customer service is the worst I have ever experienced
Is that how they treat people !

As a HR professional this behaviour from anyone in a customer facing role is gross misconduct and she should be suspended pending an investigation. It was clear from her behaviour she is a very unhinged young woman with severe anger issues that needs to find a new role that isn’t customer facing

I have no choice but to report this matter to the police given how it’s seriously impacted me and the lack of action taken to even respond to my complaint

I have been a customer of nude Lucy for a very long time and this incident and the way in which it was dealt with has abruptly ended my service as a customer

I hope this review protects anyone else from experiencing what I did today , and i hope this woman is removed from the store so no one else is made to feel like this again.

I have multiple screenshots of emails I sent regarding a return that was lost by Australia Post, yet I did not receive a single reply. All my messages were courteous, and since it was an Australia Post issue, I could have sought compensation—but without any response from the company, that was not possible. If you expect to do business in the United States, you need to get your customer service in order, because with this level of neglect, you won’t succeed there.

TERRIBLE SERVICE!! Do not order online from here!! My order never arrived and the tracking showed that the parcel was missing yet Nude Lucy did nothing to sort it for me. They just kept saying they were waiting to hear back from the shipping company even over a month later! I have requested a refund multiple times which I have not received. They are extremely painful to get hold of and to get a response. It is not worth the hassle because buying from here because if something goes wrong you will loose your money and then they will just stop responding!

Management need to get their staff to look after their customers better. I’ve invested a lot of money into this brand & the lack of customer service during a simple request due to an item running a few sizes too big wasn’t my problem, the situation was handled appallingly. I was also told by the unfriendly area manager twice ‘you won’t be bringing this one back so make sure’ You would think a loyal customer would be greeted with warmth. The Brookvale store, area manager needs to do a crash course in customer service & not be so rude & unwelcoming & whisper to the other staff member about me. Nobody was in the store today, they should have bent over backwards that’s what I did when I worked for Carla Zampatti. You’ve lost a customer in me. Good luck, you’re going to need it. I give this company 2 yrs max.