FAQ

Up to date: Thursday, 28th May 2020

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

The current estimated time frame for a return to be processed is 5 - 10 business days once a return has been received by the warehouse.

Please direct enquiries to enquiries@lostdesignsociety.com 

COURIER COVID-19 UPDATES:

If required, please contact the courier for information regarding their delivery procedures.

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.

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 rural 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.

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 try to do this at no cost. However, if you 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.

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 

HIGH FREIGHT *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.

Whilst accurate stock levels are provided, there can be variances in stock availability. A physical stock check is performed by the warehouse team for all orders. An item which is unable to be fulfiled 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.

A change of mind return is eligible to processed within 30 days receipt of your item, subject to terms & conditions and return fees.

An item must be returned in new condition with no signs of pet or human use.

Sufficient return packaging & printing & securely attaching of return labels is the customers responsibility.

The original order shipping fee is not refunded. A 10% restocking fee applies per product being returned. Return shipping is the customer responsibility. Lost Design Society offers to provide a return shipping quote & courier service to return a package. 

A change of mind return must be organised within 30 days of receipt of your shipment.

A minimum $30.00* Inc Gst return shipping & a 10% restocking fee (per item) applies. Original shipping fee is not refunded.

_{You can contact us for a return quote Pre-Purchase via the contact button below. Please advise the product name & size, post code & suburb.}

A change of mind return after purchase is only valid within 30 days of receipt of your shipment.

An item must be returned in new condition - NO SIGNS OF PET OR HUMAN USE.

1. Customer contacts Lost Design Society via contact button below.

2. We require an estimated 2-4 business days to provide a return shipping quote.

3. If the shipping quote is approved by the customer, we require FOUR business days to book in your return collection on an agreed business day by the customer - A MORNING/AFTERNOON TIME SLOT IS NOT AVAILABLE - DAY ONLY. We will email you return shipping labels & a return authorisation form that must be printed & attached to your returning items. Detailed images & a video if possible showing that a customer's to be returned item/s is sufficiently packaged is required prior to booking in a return. 

4. Social distancing & hygiene practices are being followed, resulting in extended time frames for a return to be processed, which is within an estimated 5 - 10 business days once a return has been returned to the warehouse.

5. If the return is approved in new condition, a store credit/refund is processed, minus return shipping fee, original shipping fee & restocking fee. If a return is returned not in new condition or damaged in return transit due to insufficient packaging your return will be void. If void, the cost of the return shipping fee; plus a new $30.00 send out shipping fee will apply to send each item back to the customer.

CANCELLING ORDER PRE-DISPATCH: If you wish to cancel your order a 3% transaction cancellation fee applies or a if paid via Afterpay, a 6% transaction cancellation fee applies.

CANCELLING FEE 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.

An order may dispatch prior to tracking being made available, in this case, cancellation fees apply to cancel an order.

For a change of mind return, we offer the choice of store credit or refund (terms & conditions apply).

A minimum $30.00* return shipping fee per item (can be SIGNIFICANTLY HIGHER) & a 10% restocking fee per item applies to all change of mind returns. 

Original shipping fee is not refunded for a change of mind return.

COLOUR

Colour variances are classified as a change of mind return. A change of mind return after purchase is only valid within 30 days receipt of your shipment (terms & conditions apply).

The photography provided by Lost Design Society is professionally produced & accurately depicts a rug's colour within technology limitations

An exact colour match of our product images is limited by photography, lighting, screen & monitor settings, pixel definitions, operating systems & web browsers. Allow for variations in a rug’s colour compared to the images provided on our website. Lost Design Society cannot guarantee that the colour displayed on a customer’s particular monitor is the exact colour of the actual product. Each rug may contain more colours than the product name describes.

As all light has colour, a rug's colour will appear different under varying lighting sources such as natural daylight, fluorescent light & LED light. 

The colours surrounding a rug will impact how the colour of your rug will appear. For instance, if you place a light rug beside a dark wall, the colours of the rug will reflect a tinge from the wall & its surroundings. This reflection changes the appearance of a rug.

Different yarns & materials absorb & reflect light differently. Light will also reflect differently when it is reflected off different sides of the yarn. Therefore, a rug will appear different in colour from different angles.

The fibers of the pile of a rug can be positioned differently. This can occur after a rug is first unrolled & from a rug being used (tracking). The different directions of the pile of a rug will also affect how a rug will appear different.

People have slight differences in the way that they see colour.

Images that are shared via our customers may include filters. Given this & the above factors, expect colour & product appearance to possibly vary from the images shared by our customers. Please refer to the professional product photography on our website.

PATTERN

Photography is provided of the small area size rug (e.g. 230 x 160 cm) & runner (e.g. 80 x 300 cm). 

A transitional rug can have a faded & distressing look applied, which is often not symmetrical in pattern & colour, as this is part of their unique design. This is accentuated in larger sizes.

Returns due to an accentuated pattern are classified as a change of mind return. A change of mind return is only valid within 30 days receipt of your shipment.  

Shedding of wool rugs & natural fiber rugs classifies as a change of mind return. Shedding is a natural characteristic of wool & natural fiber rugs. A change of mind return after purchase is only valid within 30 days receipt of your shipment. Vacuum rug only as necessary. Consider using a hand held vacuum. Vacuum on a light setting. Vacuuming can pull fibers away from the rug, which can lead to an increase in shedding.

Handmade 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 made product. Returns due to these inconsistencies & variances will be classified as a change of mind return and terms & conditions will apply. A change of mind return after purchase is only valid within 30 days receipt of your shipment.

Returns due to do Abrash affect are classified as a change of mind return.

Abrash is a term used to describe colour variations & deviations in colour. 

Abrash rugs have an antique fade & overdyed finish to provide a vintage look. 

This abrash affect gives the rug it’s intentional colour variations. The colours of an abrash rug will look different when viewing the rug from various angles & light, which is a unique feature of the abrash affect.

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.

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.

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).

Yes, however, 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.

A manufacturer concern or order error needs to be reported 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 the best remedy dependent on circumstances, which include: repair, replacement, return, refund or store credit / partial store credit. 

Normal wear and tear is not warranted. Visible damages are required to be noted upon delivery.

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. Faulty/incorrect items could be required to be returned & inspected prior to 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

GENERAL

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

Rotate your rug at least every three months to reduce uneven wear and tear. 

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

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 light possible setting, particularly if a natural fiber rug.

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.

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

Please be mindful of posting publicly untruthful, defamatory or threatening comments regarding Lost Design Society or stating such in your communication with our staff members. 

Please contact us directly with any queries as we will always look to resolve within our & our suppliers' terms & conditions.  

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