Shipping:
- COST: $9.95 Flat Rate*
- DISPATCH TIMEFRAME: Avg. dispatch for items to leave from warehouse 1 - 3 working days (some delays in peak periods are possible)
- DELIVERY TIMEFRAMES: Generally, average delivery timeframes apply Australia wide (shipping is from Sydney).
- DISRUPTIONS: However, 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
- RURAL SURCHARGES: *For some locations, we apply a rural surcharge, which is shown in the checkout process, prior to payment.
- 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.*
- TRACKING UPDATES: You will be emailed at every stage of your parcel's journey. Whilst we can't phone ahead to arrange delivery, you will be notified when the parcel arrives in your area & when on board for delivery. We also recommend checking courier website for the latest available scanning updates.
- 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.
- 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 re-direction fees may apply to update your delivery address.
Returns:
- Accepted within 14 days
- $30 minimum return shipping fee* per item
- For rural/large items, return shipping may be significantly higher than $30
- 10% restocking fee (covers insurance for return transit)
- Colour variances are classified as a change of mind return & above charges apply. Please allow for colour to vary slightly, as every screen monitor is different.
Exchanges:
- We will send out at $9.95 + above returns policy applies
RETURNS TERMS & CONDITIONS
For a change of mind after purchase (30 days of receipt of your shipment), we need to apply a minimum $30* return shipping fee (per item) & a 10% restocking fee (per item). We will then provide you with a credit/exchange/refund for the difference (jf returned in new condition). Original shipping fee is not refunded.
Please allow for colour to vary slightly, as every screen monitor is different & every room/space a rug is intended for can bring out different tones & hues in a rug. Each rug may contain more colours than the product name describes. Colour variances are classified as a change of mind return.
Returning a rug recommended by one of our stylists is classified as a change of mind return.
Shedding of wool rugs classifies as a change of mind return (natural characteristic of wool).
RETURNS PROCESS:
Customer contacts Lost Design Society via email
We require 48-72 business hours to provide a return shipping quote
If approved by our customer, we require a further 48-72 hours to send shipping labels with confirmation of return pick-up date
Once an item is returned to the warehouse, we require 5 business days to process returns
If the return is approved in new condition, a refund is processed, minus return shipping fee, original shipping fee & restocking fee
Exchanges:
We gladly accept exchanges & will send out at just $9.95 (our true cost is much higher!). The same cost as returns mentioned above also applies.
Cancellation of Orders:
LDS may need to cancel your order if we are unable to provide you with your order. We will contact you should this occur.
Faulty / Incorrect:
Please contact with photos of your item/s and labels. We will investigate your concern and 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. Items damaged in return transit can void returns.
REFUNDS PRIOR TO DELIVERY
If a delivery is taking longer than expected, please contact us & an enquiry will be lodged via the appropriate channels of communication. If a consignment is deemed lost by courier, we will offer the choice of refund or replacement.
As we are shipping bulky items, refunds cannot be processed until deemed lost by the courier. If you decide you want to return your order once your consignment is in transit, this will incur a return to sender fee & restocking fees will apply.
Thank you and please email for more details if needed:
enquiries@lostdesignsociety.com
***When organising return shipping for regional & rural areas or larger sized rugs, our return shipping cost can be greater than $30.00. You can organise your own return shipping if you like - damages in transit will be your own responsibility.