Frequently asked questions

General

What can I use Lucy Lube for?


Water based lube is an all-rounder in the lubricant world, like Vanilla ice-cream it will go with everything! Lucy Lube can be used with latex condoms and silicone toys. Water-based lubricants are generally better for people with sensitivities and they are easily absorbed. As such, our lubricant does need to be reapplied more frequently and so are optimal for anal play. We designed Lucy Lube to be the ultimate water-based product. An Australian made product containing only the ‘good stuff’ which works in harmony with your natural pH levels and is registered with the Australian Register of Therapeutic Goods. We like to think of Lucy as the ultimate bedroom addition.




What are your products made from?


We can’t emphasise this enough but not all lubes are created equally! Our point of difference is that it’s made right here in ‘Straya with a unique formulation that contains no glycerine, petrochemicals, parabens, alcohol or flavours. It’s vegan friendly too! Why does any of that matter? Well these ‘nasty’ ingredients can mess with your natural pH, increase bacterial growth, contribute to yeast infections, cause irritations and may dry things out further over time.




Are you sustainable?


We strive at every opportunity to choose sustainable solutions. We carbon offset our shipping and transportation costs. We partner with Australia Post as our delivery partner. While our heart does swoon over beautifully designed packaging, we have chosen to remove all unnecessary packaging from our products. Our postage satchels and branded tissue are compostable and from our pals at Noissue. Our bottles are made from glass which can be easily recycled. Our labels are printed in Victoria.




Are you cruelty free?


Yes, we are a cruelty free product. We don't believe in animal testing and have designed a product to support our values.




Can I use Lucy Lube if I am trying to conceive?


No lubes currently on the market will increase your chances of getting pregnant, but some lubes create a more conducive environment for sperm to swim around in. Lucy Lube is within the “normal” vaginal pH (4.0-4.5 range). However, vaginal pH levels rise to close to 7.0 during sexual arousal, and cervical mucus around ovulation. If you are trying to get pregnant sperm will be happiest (aka most viable) when pH is around 7.0; lower pHs are associated with a reduction in sperm survival making Lucy Lube less likely to support conception.




Can I use Lucy Lube if I have recently had a baby?


Bring on the lubricant! Lubes are especially important postpartum, when most women -(especially those who are breastfeeding) - have some degree of vaginal dryness and irritation with sex. As always, consult with your health care practicioner for more tailored advice.




What is the pH of your lubricant?


Lucy Lube has been designed with a pH of 4.3, perfecly balanced for use in our most sensitive areas.




What are your bottles made of?


Our bottles are made from glass, for easy recycling. Our lids are aluminium coated and while the top is plastic, it is easily recycled. We have made every effort to create an environmentally conscious product.




How can I store/care for Lucy Lube?


Lucy Lube should be stored upright. Our product has a shelf life of 24 months and ideally should be stored in a cool dry place at room temperature.





Orders

Where do you ship?


Currently our product is available for purchase in Australia and NZ.




What will my packaging look like? Is it discreet?


While we are all about promoting the use of Lube we get that not everyone wants to be yelling from the rafters about their latest haul of lube. Unnecessary packaging is a mega pain point for us and while we do swoon over stylish packaging, we are proud to keep things to a minimum. That is why our products are delivered in non-branded biodegradable padded mailer bags. Our shipping partner requires we list the sender, but we play it safe and send from Get Lucy Pty Ltd.




How long does it take to ship my order?


We endeavour for our products to be delivered within 2 - 5 days. We are partnered with Australia Post and most domestic deliveries are arriving in good time. Some may take longer than usual due to limited domestic flights.




How long does it take to arrive?


Upon receiving your order, our fulfillment team will process and ship your order within 24–48 hours. You will receive a shipping confirmation email when we get your item in the mail. Delivery times vary depending on your location and time of year. If you would like your order express delivered please choose Express Post when checking out on ‘Once Off’ purchases. Subscription customers will receive their order every four months typically on the same date as your initial delivery unless that day falls on a weekend and you will receive it on the Friday before or Monday after.




How can I change my billing or shipping address?


Please email us at hello@lucylube.com.au




My order is late. What next?


We are sorry to hear that your order has been delayed. You can track your purchase online with your consignment code. Unfortunately, we are unable to guarantee delivery times, but we aim to have your item delivered within 2- 5 days. Should your order take longer than this, slide into our DM's and we will be happy to help.




My order won't go through successfully


There are a few reasons why this might be the case, most are easily fixed but shoot us a note at hello@lucylube.com.au and we will be able to help you place your order.




What forms of payment do you take?


We accept all major debit and credit cards.




How can I get a receipt?


We email you after every purchase with a receipt.




Can I get a gift receipt?


Yes, we can generate a gift receipt if you email us at hello@lucylube.com.au




Do you offer gift cards?


Yes, we can arrange a gift card if you email us at hello@lucylube.com.au




My discount code doesn't work


Oh no! Don't fear, we can investigate this for you if you email us at hello@lucylube.com.au




What is your returns policy?


We offer returns on fault products, if you belive that your product is faulty please send us an email with some information to hello@lucylube.com.au




I don't like the product, what now?


We are sorry to hear that you do not like our product. While we design our products with to the highest TGA standard we understand that some products will not suit some people. Please send us an email to hello@lucylube.com.au outlining your experience and one of our team will reposond.





Subscriptions

How do I manage my subscription?


You can cancel your subscription at any time, please email us at hello@lucylube.com.au Currently we offer a quarterly subscription but if you would like a more frequent delivery we can support that too!




How do I cancel my subscription?


We understand that things change, subscriptions can be cancelled 14 days prior to the next scheduled payment. Please just email us at hello@lucylube.com.au




How do I update my billing information?


Slide us over an email to hello@lucylube.com.au and our team will be happy to help




How do I skip a subscription delivery?


Unfortunately skipping a subscription is not viable. We can arrange delivery to an alternative location or cancel a subscription.




How do I pause my subscription?


You can pause your subscription with a minimum of 14 days notice ahead of the next scheduled payment.





COVID 19

Are you still shipping?


YES! We have implemented strict health and safety measures to ensure that your order is fulfilled in adherence with appropriate standards. With so many people working from home, now more than ever we know how important those mid afternoon “breaks’’ are and we would hate to see you without your favourite lubricant.




Are there shipping delays?


Currently we are not experiencing delays. We always endeavour to have orders fulfilled as quickly as possible.