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.
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.
We offer the choice of store credit or refund.
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 variances are classified as a change of mind return.
A rug's colour can appear different under varying lighting sources such as: natural daylight, artificial lighting, lamps etc.
Every room/space a rug is intended for can bring out different tones & hues in a rug.
The colours of a rug may appear different from different angles.
Each person's interpretation of colour varies.
Each rug may contain more colours than the product name describes.
Every screen monitor is different.
Please allow for colour to vary from expectations.
The appearance of a rug in a customer review image & on social media may vary from professional images & videos supplied.
Photography & videos are not provided for each size of a specific rug. Generally photography is provided of the small area size (E.g 230x160cm) rug/runner (E.g 80x300cm). Please keep this in mind as purchasing a larger size rug may accentuate a rugs pattern. Returning a rug due to an accentuated pattern is classified as change of mind return.
Shedding of wool rugs & natural fibre rugs classifies as a change of mind return. Shedding is a natural characteristic of wool & natural fibre rugs.
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.
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.
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. Returning a rug outside of our 30 day returns window due to incorrect size is not possible.
We accept exchanges within the guidelines of our returns policy. The same cost & process as a change of mind return outlined above applies. A store credit is provided allowing the customer to place a new order (equilivant 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.
A manufacturer/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, refunds or store credit / partial store credit.
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.
If deemed faulty or incorrect & reported within 30 days of receiving an item, Lost Design Society will offer a remedy depending on the circumstances such as partial refund, repair, replacement, store credit or refund.
It is the customers to 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.
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.
It is possible a consignment will be located & delivered. This is why we need to allow the courier time to perform depot searches & investigate enquiries.
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).
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
ADDRESS: PLEASE CONSIDER YOUR WORKPLACE as a delivery option or advise if we have permission to "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. Once delivered, the receiver becomes responsible for the item.
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.*
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.
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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