Shipping policy

Shipping Policy

Lost Designer PTY LTD (trading as Lost Xchange)
ABN: 94 683 102 721
Website: https://www.lostxchange.com

1. SHIPPING OVERVIEW

Lost Xchange ships luxury pre-owned items worldwide from our Melbourne headquarters. All shipments include full tracking, registration, and comprehensive insurance coverage. Customers receive email notifications for tracking confirmation and pickup updates.

2. PROCESSING TIME

All Orders: 5 business days processing time

During processing, we:

  • Conduct final authenticity verification
  • Perform comprehensive quality checks
  • Prepare professional packaging
  • Complete export documentation (international orders)
  • Arrange insurance coverage

Processing time begins from order confirmation and payment clearance, excluding weekends and public holidays.

3. SHIPPING METHODS & TIMEFRAMES

3.1 AUSTRALIA DOMESTIC SHIPPING

Method: Australia Post Express
Transit Time: 1-3 business days (after processing)
Shipping Cost: $20 AUD
Coverage: Full tracking, registration, and insurance

Features:

  • Express delivery service
  • Signature required on delivery
  • Safe drop authority available upon request
  • Real-time tracking updates
  • Comprehensive insurance coverage

3.2 INTERNATIONAL SHIPPING

Method: EMS (Express Mail Service)
Transit Time: 3-8 business days (after processing)
Shipping Cost: $49 AUD
Coverage: International tracking, registration, and insurance

Features:

  • Express international delivery
  • Customs declaration included
  • End-to-end tracking
  • Signature required on delivery
  • Full insurance coverage

International Delivery Notes:

  • Transit times may vary by destination country
  • Customs processing may add 1-3 additional days
  • Remote locations may require additional transit time

4. SHIPPING ORIGINS

Items may be shipped from:

  • Primary: Melbourne headquarters (VIC, Australia)
  • Secondary: Japan warehouse facility (for specific inventory)

Shipping origin will be confirmed in your order confirmation email.

5. SHIPPING COSTS & INCLUSIONS

5.1 DOMESTIC AUSTRALIA

  • Shipping Fee: $20 AUD (all-inclusive)
  • Includes: Postage, tracking, registration, insurance, taxes

5.2 INTERNATIONAL

  • Shipping Fee: $49 AUD
  • Includes: Postage, tracking, registration, insurance, export processing
  • Customer Responsibility: Import duties, taxes, and customs fees in destination country

6. STORE COLLECTION

6.1 COLLECTION LOCATION

Address: 428E Toorak Rd, Toorak VIC 3142 Australia

6.2 COLLECTION REQUIREMENTS

  • Order confirmation email
  • Government-issued photo identification
  • Collection notification email (we'll notify when ready)

6.3 COLLECTION TIMEFRAME

  • Available after 5 business days processing
  • Collection must occur within 30 days of notification
  • Operating hours: By appointment only

7. TRACKING & NOTIFICATIONS

7.1 EMAIL NOTIFICATIONS

You will receive automatic emails for:

  • Order confirmation
  • Processing updates
  • Shipping confirmation with tracking details
  • Delivery confirmation
  • Collection ready notification (store pickup)

7.2 TRACKING INFORMATION

  • Domestic: Australia Post tracking system
  • International: EMS international tracking
  • Updates: Real-time tracking available 24/7

8. INSURANCE & LIABILITY

8.1 INSURANCE COVERAGE

  • All shipments include full insurance coverage
  • Coverage equals full purchase price plus shipping
  • Insurance covers loss, theft, and damage in transit

8.2 CLAIMS PROCESS

  • Report issues within 7 days of expected delivery
  • Provide tracking information and order details
  • Lost Xchange will coordinate with postal services
  • Refund or replacement provided upon claim approval

9. DELIVERY REQUIREMENTS

9.1 DOMESTIC DELIVERIES

  • Signature required for all deliveries
  • Safe drop available upon customer request
  • Failed delivery attempts result in collection from post office

9.2 INTERNATIONAL DELIVERIES

  • Signature required for all deliveries
  • Customs clearance may be required
  • Customer responsible for providing accurate customs information

10. SHIPPING RESTRICTIONS

10.1 DESTINATION RESTRICTIONS

We currently ship to most international destinations. Some restrictions may apply to:

  • Countries with postal service limitations
  • Regions with import restrictions on luxury goods
  • Areas experiencing postal service disruptions

10.2 ITEM RESTRICTIONS

  • All items must pass export compliance checks
  • Certain vintage items may have additional documentation requirements
  • Items with precious stones may require special handling

11. CUSTOMS & DUTIES (INTERNATIONAL)

11.1 CUSTOMER RESPONSIBILITIES

  • Payment of all import duties and taxes
  • Providing accurate delivery information
  • Compliance with local import regulations
  • Collection from customs if required

11.2 CUSTOMS DECLARATIONS

  • All packages include accurate customs declarations
  • Item descriptions and values clearly stated
  • Export documentation provided as required

12. FAILED DELIVERIES

12.1 DOMESTIC FAILED DELIVERIES

  • Items held at local post office for collection
  • Customer notified via tracking system
  • Collection required within postal service timeframes

12.2 INTERNATIONAL FAILED DELIVERIES

  • Items returned to sender after failed delivery attempts
  • Customer responsible for reshipment costs
  • Storage fees may apply for extended holds

13. SHIPPING DAMAGE

13.1 REPORTING DAMAGE

  • Inspect packages immediately upon receipt
  • Report damage within 24 hours of delivery
  • Provide photographic evidence of packaging and item
  • Retain all packaging materials for inspection

13.2 DAMAGE RESOLUTION

  • Immediate investigation initiated
  • Replacement or refund provided upon assessment
  • Insurance claims processed on customer's behalf

14. FORCE MAJEURE

Lost Xchange is not liable for shipping delays or failures caused by:

  • Natural disasters or extreme weather
  • Postal service strikes or disruptions
  • Government restrictions or regulations
  • Customs delays or inspections
  • Public health emergencies or lockdowns

15. POLICY UPDATES

This shipping policy may be updated from time to time. Current policies apply to all orders placed after the effective date. Customers will be notified of significant changes via email.

16. CONTACT INFORMATION

For shipping inquiries:
Email: enquiries@lostxchange.com
Subject: Shipping Inquiry - [Order Number]

For tracking issues:
Email: enquiries@lostxchange.com
Subject: Tracking Issue - [Order Number]

Response Time: Within 24 hours during business days

This shipping policy is part of our complete Terms of Service and should be read in conjunction with our Returns Policy and Privacy Policy.

Last Updated: [10/August/2025]