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FAQs


//HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

All orders are shipped using Australia Post from our Melbourne based warehouse. 

Orders placed before 3pm (AEST) Monday to Friday will be dispatched same day.

Delivery will be within 1-2 days to all major metro areas and capital cities in Australia. 

If your suburb doesn't fall in this category, then it may take 2-3 days for your parcel to arrive. 

Click the link below to determine if you are located within the express post network.

http://auspost.com.au/parcels-mail/delivery-areas.html


//HOW DO I TRACK MY ORDER?

All Australian orders are fully traceable. 

Each transaction will receive a unique tracking code that will be sent to you via email. 

All items can be tracked online at http://auspost.com.au/track/track.html


//WHAT IS THE DELIVERY TIME FOR INTERNATIONAL ORDERS? 

We use Australia Post International shipping services that have a 5-15 business day delivery time. 

Please note that shipping time varies per destination and does not include customs processing delays. 

Each transaction will receive a unique tracking code that will be sent to you via email. 

All items can be tracked online at http://auspost.com.au/track/track.html


//AM I ABLE TO CANCEL OR MAKE CHANGES TO MY ORDER ONCE IT HAS BEEN PLACED?

When you have completed your order, please ensure that all details entered are correct. 

Once your order has been fulfilled, it will not possible to amend any details of your order. 

This includes changing the shipping address, item style/size, remove/add items to your order, combine orders or cancel your order.


//HOW DO I RETURN MY ITEM?

If you have changed your mind or ordered an incorrect size, we will happily provide you with an exchange or store credit.

Providing all our return conditions are met- Items can be returned to:

LOST IN LUNAR

43-51 RUPERT STREET,

COLLINGWOOD, VIC 3066

AUSTRALIA


//DO YOU OFFER REFUNDS?

As stated in our terms and conditions, Lost in Lunar do not offer refunds.


//DO YOU HAVE A SIZE CHART?

We have an Australian and International size guide available for you to follow. 

These charts are located in the product description section of the website. 

We also provide the length and width measurements of all products, as well as the measurements and height of the model featured. 

If you have any further questions in regards to sizing, please email us at info@lostinlunar.com.au


//AM I REQUIRED TO PAY FOR POSTAGE IF I CHOOSE TO RETURN MY ITEM?

Yes, you will have to cover the postage cost to return any items to us. 

In the unlikely case where an error has occurred on our behalf or if the item received is deemed faulty, then postage costs will be reimbursed.


//WHAT IS A PRE-ORDER?

A Pre-order is the term used when an item is not currently available, but will be available to purchase within a certain timeframe.

Estimated delivery times are listed within the product information page. Items that are listed as Pre-order will be shipped out once the item arrives. 

If multiple items are ordered, then all available items will be shipped out and a separate parcel will be sent once your pre-order arrives, at no extra cost.


//WHAT IF THE ITEM I AM INTERESTED IN IS SOLD OUT IN MY SIZE? DO YOU RE-STOCK?

We will re-stock sizes online where we can. 

In the instance that the size you were after is unavailable, then please email us at info@lostinlunar.com.au and we will try and locate a stockist that has your size available.


//AM I ABLE TO RETURN SALE ITEMS?

All sale items are final and cannot be returned for exchange or refund. 

Please refer to our returns policy for further details.


//AM I ABLE TO PURCHASE DIRECTLY FROM YOUR COLLINGWOOD ADDRESS?

Unfortunately our Collingwood address is not open to the public. 

If you would prefer to try a garment on then please email us at info@lostinlunar.com.au and we can direct you to a brick and mortar stockist.


//HOW CAN I PAY FOR MY ONLINE PURCHASE?

We accept payment via credit card (VISA and MasterCard) and PayPal. Unfortunately we do not offer lay-by. 

We do however offer AfterPay services.


//HOW LONG DO I HAVE TO RETURN AN ITEM?

All full priced items must be returned within 14 days of purchase and any items received thereafter may be denied.


//WHAT IF MY ITEM IS FAULTY?

We aim to provide our customers with products of the highest standard and quality. 

If you receive an item with a manufacturing fault then please email us at info@lostinlunar.com.au and we can help resolve the problem as quick as possible.


//DO YOU OFFER WHOLESALE FOR YOUR PRODUCTS?

Yes we do. For all wholesale enquires please contact us via email at info@lostinlunar.com.au


//WHAT IS AFTERPAY?

AfterPay is an online payment method that allows you to pay for your online purchases after receiving them.

At this stage The AfterPay payment option is available for orders being placed within Australia only. 

Further information regarding AfterPay can be viewed directly on the AfterPay website at the link below.

https://www.afterpay.com.au/faqs/


//HOW DO I CONTACT LOST IN LUNAR?

You can contact us with all online enquires via email at info@lostinlunar.com.au


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