FAQ

Up to date: November 2020

Social distancing & hygiene practices are being followed, resulting in an extended time frame for dispatching orders. All orders are processed in the order in which they are received in clean Australian based warehouses. The current estimated timeframe for an order to be made ready for collection by the courier is within five business days.

The current estimated time frame for a return to be processed is within 10 business days once a return has been received by the warehouse.

COURIER COVID-19 UPDATES:

The courier can be contacted for information regarding delivery.

Shipping prices are shown in checkout, prior to payment page.

FLAT RATE SHIPPING: We currently offer flat rate shipping, allowing our customers to purchase as many items you like for one flat rate per order.

METRO FLAT RATE: $9.95

REGIONAL SHIPPING FLAT RATE: From $14.99

The courier companies we use do not guanatee a call prior to delivery.

Tracking emails will be provided. An email on the morning a consignment is out for delivery should be sent, however, this out for delivery email is not always sent as this depends on the couriers scanning updates.

If noone is available to sign for a consignment to the provided delivery address, a calling card, text or email will be provided, to organise one free redelivery to the original submitted address. 

A timeslot / call prior to delivery is not a service which is currently available for deliveries or re-deliveries. A whole day must be provided for a redelivery & the day can be requested by the customer for a redelivery.

Some deliveries are currently experiencing delays.

Once collected by the courier, estimated shipping time frames are:

SYD, MLB, BNE, ADL metropolitan areas: 2 - 8 business days.

QLD, NSW, VIC, SA & TAS regional areas + WA & NT: 6 - 14 business days.

EXCLUSION AREAS: We do not ship to some regional areas.

*The above transit times apply as a general guide, refer to business days & do not include the day of pick up. 

Regional Areas: Once a consignment has been received by the agent depot for your area, the driver may not deliver to your area daily, which can impact the estimated delivery timeframe. 

If your consignment is not delivered within the estimated timeframe, please contact us & provide any previous communication you have had with the courier for your consignment.

Once a consignment has been delivered the recipient becomes responsible for the consignment. Lost Design Society is not responsible for any loss, theft or damage once a consignment has been delivered.

Our couriers attempt to deliver all consignments within the estimated delivery timeframes. Occasionally, due to factors outside of our control, there can be delays. Lost Design Society is not liable for any delay of a delivery or misinformation provided by a customer regarding a delivery. 

A time or day slot is unfortunately currently not available for the first delivery. 

If the first delivery attempt is unsuccessful, then one free redelivery will be available, to the original shipping address. A particular business day can be scheduled for a redelivery. 

A timeslot (e.g Morning/Afternoon) is not currently available for the first delivery attempt or redelivery attempt.

If a customer requires a consignment to be cancelled once dispatched & prior to an investigation being completed or allowing time for a delivery to completed, this will attract a return to sender fee & 10% restocking fee to the customer (original shipping fee is not refunded).

An outcome of the investigation is required to be completed prior to further action being taken regarding the investigated consignment.

OUT FOR DELIVERY: A driver may not always be able to deliver on the day an item is out for delivery/redelivery, as a driver can run out of time, in which case, the rug is returned to depot & another delivery attempt will be made

BUSINESS ADDRESS: Please consider a business address as a delivery option.

AUTHORITY TO LEAVE: Goods will be left at your home/workplace in a safe area without driver requiring a signature on delivery. This can be added to the notes section of your order when checking out (add to cart page). Once delivered, the receiver becomes responsible for the item. Due to courier and LDS terms and conditions, if contacted by the courier service provider and a verbal or written authority to leave is given, the person who gives this authority becomes responsible for the consignment once a consignment has been delivered to the correct address.

CHANGE OF ADDRESS: If you require a change of address after you placed your order, then we will check if we are able to change the address prior to your order being processed. If your order has already been processed then a change of address is generally not possible. If this is possible, a re-direction quote will be required & will be at the customer's cost to proceed.

INCORRECT ADDRESS: If an incorrect address is supplied by a customer & a consignment cannot be delivered, any excess fees are the responsibility of the customer.

An order may dispatch prior to tracking being made available.

CANCELLING ORDER PRIOR TO DISPATCH: If you wish to cancel your order a 3% transaction cancellation fee applies or if paid via Afterpay, a 6% transaction cancellation fee applies. If an order has dispatched the following fees apply:

CANCEL FEES ONCE ORDER HAS DISPATCHED: Once a consignment has been dispatched, a return to sender fee (a quote will need to be generated to determine the fee) & a 10% restocking fee per item will apply. The original shipping fee is not refunded.

INTERNATIONAL: We are currently shipping to Australia only

We send orders via couriers only and not Australia Post & hence orders can not be sent to Post Offices/Parcel Lockers, only to business or residential address. 

We do not currently offer an express shipping option. 

DISRUPTIONS: Shipping bulky items is a challenge & we occasionally experience disruption due to circumstances out of control. Our priority is to ensure our customers experience affordable, efficient & convenient deliveries & friendly, fast customer service 

For some orders, occasionally, we may need to contact you after a purchase to advise of an additional quote for delivery to your home or advise the nearest town we can deliver to at no extra cost.

Lost Design Society is required to be advised of a non-delivery/delivery concern as soon as possible & within a reasonable timeframe (within 7 business days) due to courier terms & conditions. In the event Lost Design Society has not been notified within a reasonable timeframe of a non-delivery/delivery concern & results in the courier unable to investigate due to the timeframe, the customer is responsible for the non-delivery/delivery concern.

A courier may not deliver to all regional addresses. A courier may require a consignment to be picked up from a collection point.

Some regional locations may not be serviced daily or weekly & may be serviced by volume of freight.

Whilst accurate stock levels are attempted to be provided, there can be a variance in stock availability. A physical stock check is performed by the warehouse team for all orders. An item which is unable to be fulfilled due to stock being unavailable will result in the option of store credit or refund. If the item has an incoming date available, there is also the option for the order to be held & dispatched once stock becomes available.

Some drivers may not carry larger freight up or down stairs. 

The shipping fee charged includes delivery to a ground floor location. 

The return shipping fee charged includes collection from a ground floor location

If a delivery has an exemption, the courier may leave a card at the address or send a text/email requesting contact is made to the courier company to arrange a redelivery. If 2 attempts have been made and a consignment could not be delivered, Lost Design Society reserves the right to cancel an order. Any fees related to the attempted delivery and return and handling fees will be deducted from the refund. The same fees apply to any consignment that is held at a depot for an extended period of time and the consignee has not contacted the courier.

The courier service does not include installation.

We reserve the right not to process an order under suspicion an order could be fraudulent.   

Lost Design Society reserves the right to refuse service at our discretion.

Terms & conditions:

1. A return must be arranged within 30 days of an item being delivered.

2. An item is required to not have been used & be returned in perfect saleable condition.

3. A 10% restocking fee applies per item.

4. Return shipping is the customers responsibility. We offer a charged return shipping service. 

5. Due to workplace health & safety, returns are only accepted by a professional courier service.

6. Sufficiently packaging an item is the customers responsibility. Packaged images are required prior to proceeding with a return.

7. Printing & attaching labels is the customers responsibility.

8. All returns require a return authorisation form generated by Lost Design Society.

9. Returns are processed within an estimated 10 business days once returned to the warehouse. A return is void due to any signs of use.

10. If approved in perfect saleable condition, a store credit or refund will be provided, less the return fees. The original return shipping fee is not refunded.

We advise factoring the cost to return an item in the purchasing decision process. 

We can be contacted for a return shipping quote prior to purchase via the contact us button below. The product name, size, post code & suburb is required.

For a change of mind return, store credit or refund are available options. This is subject to terms & fees.

Yes. Returns must be organised by a professional shipping company, due to workplace health & safety.

Please be aware of the shipping companies terms & conditions. We recommend checking their insurance offered, such as potential size & product limitations & claim access fees. 

Return insurance (lost in transit & damages) are the customers responsibility if returning via their own courier. A return will be void if damaged in transit is organsied by your own courier.

All Lost Design Society terms & conditions & restocking fees apply for returns that are organised by the customer's freight arrangement. Including, a change of mind return must be organised within 30 days of receipt of your shipment.

All returns require a Return Authorisation form generated by Lost Design Society.

Hand-Loomed and hand-dyed products will have slight variations in the weave & appearance & possibly in the size. These variations add to the unique and individual character of a hand-loomed product. Returns due to these inconsistencies & variances will be classified as a change of mind return and terms & conditions apply.

Measurements may vary by 2-3%. Returning a rug due to such size variance is classified as a change of mind return and our terms & conditions apply. A change of mind return after purchase is only valid within 30 days receipt of your shipment.

All rugs are susceptible to fading from foot traffic, use, sunlight & cleaning. Returning a rug due to fading outside of our 30 day returns policy is not possible as this is a natural tendency for a rug. 

We recommend rotating a rug every three months. Advice from manufacturers is that shoes should not be worn on a rug.

The following common characteristics are not considered defects.

Shedding

Shedding is a natural characteristic of natural fibre rugs.

Sprouts

Sprouts are a natural characteristic of a rug. A sprout can be trimmed with scissors to even the pile.

Creases

Creases are a result of packaging & not a structural manufacturing fault. Creases will flatten in time.

We accept exchanges within the guidelines of our returns policy. The same cost & process as a change of mind return outlined above in our Returns Process applies. A store credit is provided allowing the customer to place a new order (equivalent to an exchange).

A manufacturer concern or order error is required to be reported as soon as possible & within 30 days from receipt of item, including incorrect item received. Please keep the original packaging if available.

Please contact with photos of your item/s and labels. 

We will investigate your concern and if applicable, we will offer a remedy. 

Normal wear and tear is not warranted.

Please keep the original packaging as if you need to return your item, you will need to securely package to ensure no damage in return transit. A product fault claim or an incorrect item could be required to be returned & inspected prior to a remedy being offered. All items being returned are the customer's responsibility to be sufficiently packaged to prevent damage in return transit. Packaged images are required to be supplied by the customer.

Images are required to provided of damage in transit as soon as possible & preferably within three business days of an item being received. 

In the case where a replacement is offered, an incorrect or faulty item is required to be collected by the courier & have scanning indicating a collection has occurred. The replacement will then be dispatched from the warehouse. 

It is the customers responsibility to sufficiently package an item being returned to ensure the item is adequately protected in return transit. This includes change of mind returns & faulty/incorrect orders. Due to couriers terms & conditions, sufficient repackaged images are required to emailed prior to a return being able to be booked.

If a return is void due to signs of use or damage in transit due to insufficient packaging then the following void fees will apply:

- Cost of Return Shipping (as per return quote)

- $30.00 Inc Gst Send Out Shipping Fee (the shipping fee to send the void return back to the customer)

- The original order shipping fee associated to the item being returned is not refunded

Products listed on our website have safe manufacturing methods applied & meet Australian regulations.

Advice from manufacturers is that shoes should not be worn on a rug.

The composition of the materials are subject to independent allergies.

Environmental factors including moisture/humidity, sunlight/heat & sea air, can change the appearance of a rug. 

The purchasing decision is at the consumer's discretion.

GENERAL

Rotate your rug regularly to reduce uneven wear and tear. 

Consider varying the location of a rug to allow a floor to breathe & be exposed to natural oils & even UV exposure.

UV exposure can cause the colours of a rug to fade over time.

Have your rugs professionally cleaned every three to six years or as required, depending on the level of use.

VACUUMING

Lightly vacuum the rug on the lightest possible setting.

Avoid powerful vacuums that may pull fibers loose from the base of the rug.

Vacuum the base of your rug occasionally, as dirt & debris can accumulate here as well.

SPILL AND STAINS

Check product label to see if care instructions are available.

Seek professional rug cleaning advice.

Rugs are not a permanent fixture & therefore they may move. If this occurs a rug is required to be put back in place.

A rug’s movement can also be affected if a rug is weighed down by objects on any part of a rug.

As all surfaces can be different, the surface which a rug is placed on top of can also impact the amount of movement of a rug.

Each room can also have a varying amount of foot traffic. This foot traffic can also affect a rug's movement.

Bunching of a rug can occur when furniture/objects prevent the natural traffic movement of a rug. Bunching can result in a rug's shape to change.

If a rug is bunching, we suggest removing all weighted anchor points placed on top of a rug.

Bunching is not a manufacturing or product fault.

Lost Design Society's website & content is legally protected by domestic & international copyright laws.

Reproduction or exploitation of our content, including product descriptions & policies is not permitted unless written permission is provided by Lost Design Society.

By accessing and browsing our website and/or placing an order, you agree to our terms and conditions. You agree that this is at your own risk and that accessing our website constitutes a legally binding agreement between Lost Design Society and you, the consumer.

No, sorry, unfortunately we do not currently have a showroom.

Yes, Afterpay will show as an option in the checkout process, on the payment page.

Yes, we are an Australian Owned & Operated Business. To read more, check out our about us page

We hold the right to remove content that is dishonest, threatening, offensive, defamatory or any conduct that we believe violates applicable law.

We reserve the right to make changes to our website & content at any time.

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