After delivery

Returns & Issues

Every Lostmoon piece is handmade and checked before it leaves us. If something isn't right when it arrives, we want to make it right.

Damaged in transit

If your order arrives damaged, please contact us within 7 days of delivery with:

  • Your order number
  • Photos of the damaged item
  • Photos of the packaging it arrived in

We'll arrange a replacement or refund once we've reviewed the photos. Acrylic products can be vulnerable to impact during transit, so please don't discard packaging until you've checked your item over.

Faulty or incorrect items

If you've received a faulty item or the wrong product, contact us within 7 days of delivery and we'll sort out a replacement or refund.

Change of mind

Because each piece is made to order in small batches, we don't generally accept change-of-mind returns. If there's a specific circumstance, reach out and we'll see what we can do — every situation is considered individually.

Custom or personalised orders

Custom and personalised pieces are made specifically for you and are not eligible for change-of-mind return or refund, unless faulty or damaged on arrival.

How to start a return or report an issue

Email us via our Contact page with your order number and a description of the issue. We aim to respond within 3 business days.

Refunds

Approved refunds are processed back to your original payment method within 5 business days of approval. You'll receive an email confirmation once it's processed.

Australian Consumer Law

Nothing in this policy affects your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if the product fails to be of acceptable quality and the failure does not amount to a major failure.

If you're unsure whether your situation qualifies, just get in touch via our Contact page — we'd rather talk it through than leave you guessing.