FAQ

Orders will be processed & dispatched until the 19th of December.

Different couriers have different operating days over the holiday period, with some couriers closing from the 25th December to the 1st of January.

Orders placed via our online store between the 20th December & the 1st January will be processed on the 2nd of January.

Due to the current increase in freight volumes, please allow for potential delays with deliveries. 

Once dispatched, estimated shipping time frames are: SYD, MLB, BNE, ADL, ACT: 2 - 5 business days. 

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

For further information, please contact our Customer Service team via enquiries@lostdesignsociety.com

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: From $14.99

Please note, the courier companies we use do not offer 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 (average of 1-2 business days from when an order is placed), 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 day of pick up. 

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.

CONSIGNMENT IN TRANSIT

If a consignment delivery has extended beyond the provided timeframe, please contact us & an official enquiry will be lodged via the appropriate channels of communication with the courier.

The courier will investigate & aim to deliver a consignment as soon as possible.

If a consignment cannot be located & is deemed lost by the courier, we will offer the choice of refund, replacement or store credit.

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

Lost Design Society is required to be advised of a non delivery/delivery issue as soon as possible & within a reasonable timeframe (within 14 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 issue & results in the courier unable to investigate due to the timeframe, the customer is responsible for the non-delivery/delivery issue.

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 redirection fee (a quote will need to be generated to determine the fee) & a 10% restocking fee per item will apply.

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.

RETURN TO SENDER: If a customer decides to cancel an order whilst in transit for any reason, a return sender fee will apply + a restocking (original shipping fee is not refunded). Changes to a consignment once in transit can be difficult & may not always be able to actioned prior to delivery (an RTS fee will not apply if an RTS cannot be actioned prior to delivery).

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. 

SYD: Please contact us for express enquiries in Sydney (surcharge applies if service is available).

OTHER AREAS: We do not have an express option, all orders are processed & made available for collection by the courier as quickly as possible. Once collected by the courier, consignments travel as quickly as possible.

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.*

If you change your mind about the purchase of your product, Lost Design Society will accept a return within 30 days receipt of your item, subject to terms & conditions and return fees.

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.

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* return shipping fee per item (can be SIGNIFICANTLY HIGHER) & a 10% restocking fee per item applies. Orginal shipping fee is not refunded.

_{You can contact us for a quote Pre-Purchase via the contact button below. Please advise of the specific relevant items, your 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 1-2 business days to provide a return shipping quote for pick up from the collection address provided by the customer.

3. If the shipping quote is approved by the customer, we require 2 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. Once an item is returned to the warehouse, we require an estimated 5 business days to process returns.

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.

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 images provided by Lost Design Society are professionally produced & aim to depict a rug's colour as close as possible.

An exact colour match of our product images is limited by technology, including lighting, screen & monitor settings, pixel definitions, operating systems & web browsers. Therefore, expect likely 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, incandescent light, artificial lighting, lamps etc.

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.

A transitional rug is often not symmetrical in pattern & colour, as this is part of their unique design.

Given the above factors, also expect colour & product appearance to vary from the images provided by our customers that are shared via reviews & social media. 

PATTERN

Generally photography is provided of the small area size (eg 230x160cm) rug/runner (e.g 80x300cm). Please keep this in mind as purchasing a larger size rug, may accentuate a rug’s pattern. For example, four rows of patterns instead of two or three. 

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

Shedding of wool rugs & natural fibre rugs classifies as a change of mind return. Shedding is a natural characteristic of wool & natural fibre rugs. A change of mind return after purchase is only valid within 30 days receipt of your shipment.

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, 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. 

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 must be reported within 30 days from receipt of item (including incorrect item received). 

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. 

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

We recommend a dense pile polypropylene rug, such as our 10mm polypropylene rugs, due to the following benefits:

• Easy to clean (non-shedding dense pile)

• Exceptional Soft feel

• Exceptional Stain Resistance

• Exceptional Fade Resistance

• High Durability & Long Lasting

• Intricate colour detail

• Great Overall Value

See Here: 10mm Polypropylene Rugs

GENERAL TIPS

Rotate your rug every six months to reduce uneven wear and tear

Use a rug pad to extend the life of your rug, prevent sliding and to protect your floors

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

VACUUMING

Lightly vacuum once or twice a week. Use the hard floor attachment and the lightest possible setting

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

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

SPILL AND STAINS

Blot spills with a paper towel or colourless cloth, and do not wipe or scrub

When spills may cause a stain, you can immediately apply a small amount of mild soap and warm water

Blot excess liquid with paper towel or colourless cloth, removing as much soap as possible as residue can act as a magnet for dirt

Make sure you choose a very mild soap free from any bleach or hydrogen peroxide

In most cases, warm water and a small amount of soap will take care of spills if attended to quickly

For further cleaning tips, please contact your local rug cleaning professional

EASY CARE OPTIONS

Non-shed (less vacuuming): microfibre, polypropylene

Low shed (less vacuuming): short pile acrylic, vintage wool (see Handmade for more information)

Spill and stain resistant (less cleaning): polypropylene, acrylic

Dirt resistant (easy to clean): sisal

Yes, please use the contact button below & we will offer our general advice. We do not offer specific styling 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 every room is different, the surface which a rug is placed on top of can also impact the amount of movement in & of the rug. A rug that is placed on a soft floor may experience more movement than a rug which is placed on a hard floor.

Each room will also have a varying amount of foot traffic. This foot traffic & or the various objects placed on top of a rug may also affect a rug's movement.

Bunching up of a rug may occur when furniture/objects prevent the natural traffic movement of a rug. This may result in the bunching of a rug against furniture/objects placed on top of a rug. Bunching may occur in some areas of a rug & not in other areas.

Bunching may be reduced by removing the weighted anchor points placed on top of a rug.

A rug that is bunching could be placed in another space, without objects placed on top of a rug.

A customer may consider moving a rug that is bunching on a soft floor to a hard floor.

Bunching is not a manufacturing or product fault.

VISCOSE

Viscose is a super soft and shiny fibre that can be used on its own or to add soft, shimmering touches to natural fibre rugs. Viscose rugs will shed. More shedding will occur if used in a high traffic area. If water is exposed to a viscose rug, immediately blot dry with paper towels to absorb the spill. Exposing water to a viscose rug may cause a viscose rug to stain & in this situation, a stained rug is not eligible for return, as this is a natural characteristic for some viscose rugs.

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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