Refund Policy

Refunds & Returns Policy (Lost Love)

Last updated: 19 January 2026

Lost Love products are made to order (printed especially for each customer). Because of this, we generally don’t accept returns or exchanges for change of mind, wrong size, or incorrect colour choice. (Please choose carefully and check the size guide before ordering.)

That said, we absolutely stand by our gear — and you are still covered by the Australian Consumer Law (ACL) for items that are faulty, damaged, or not as described.

1) Change of mind / wrong size

We do not offer refunds or exchanges if:

  • you change your mind

  • you ordered the wrong size

  • you no longer want the item

  • the item doesn’t fit as expected (please check our size chart before ordering)

(If you’re unsure about sizing, message us before you buy and we’ll help.)

2) Damaged, defective, or incorrect items

If your item arrives damaged, misprinted, defective, or you received the wrong item, we’ll make it right.

  • What we’ll do: depending on the issue, we’ll offer a free replacement (reprint) or a refund.

  • Time limit: you must contact us within 30 days of receiving your order with clear photos of the issue. This aligns with our fulfilment partner’s claim window.

To lodge a claim, email: [your support email]
Include:

  • order number

  • photos of the item (and packaging if damaged)

  • a short description of the issue

3) Lost in transit / delivery issues

If your order seems lost:

  • first, check tracking, your safe place, neighbours, and your local carrier depot.

  • if it still hasn’t arrived, contact us within 30 days of the estimated delivery date so we can investigate and, where applicable, arrange a replacement.

4) Incorrect address / unclaimed parcels

Please double-check your delivery address at checkout.

If an order is returned to sender due to:

  • an incorrect/incomplete address, or

  • being unclaimed,

you may need to cover the cost to reship the order once an updated address is confirmed.

5) Refund timing

If a refund is approved:

  • refunds are processed back to your original payment method (where possible).

  • processing times vary by bank/payment provider, but are usually a few business days after approval.

6) Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your item has a major failure, you are entitled to a replacement or refund, and compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the goods repaired or replaced within a reasonable time.