Frequently Asked Questions

WHEN WILL MY ORDER BE SHIPPED?

 

Your order will be shipped straight to your door (or a door of your choice!) with tracking via Australia Post completely free of charge for all orders over $100 within Australia!  Please allow 3-7 business days for delivery to metropolitan areas and 7-10 business days for delivery to regional areas within Australia.   We pack and wrap orders every Monday and Thursday - so, if you would like your parcel to arrive a little more swiftly, we recommend selecting the option of "Express Postage" for an additional flat rate of $10.

 

DO YOU SHIP INTERNATIONALLY?

 

Yes, we do!  If your country is not listed straight away at checkout, please contact us directly via hello@oncewaslost.com and we can personally arrange the shipping for you.

WHAT SHOULD I DO IF MY SHIPMENT HASN'T ARRIVED YET?

Keeping a look out for your parcel, but nothing has arrived yet?  Please let us know straight away so we can personally follow up your order and find out where it is and ensure it reaches you as quickly as possible!

 

DO YOU GIFT WRAP?

 

Absolutely!  We love to gift wrap!  Simply leave a note in the check out as well as any details of your gift card message you would like and we'll lovingly wrap and hand write your message and have it sent to the lucky recipient!

HOW CAN I MAKE PAYMENT?

At this time, you can also make payment by credit card through PayPal or pay directly from your PayPal balance. 

DO YOU OFFER RETURNS OR EXCHANGES?

We always hope that you absolutely love your new handmade piece and that it will be carried with you for a lifetime, but cannot accept returns unless your parcel is damaged or faulty in some way.  If anything you've orders arrives and it is not as you expect, please contact us straight away and we'll do our very best to make sure we can get you something you love instead!

WHAT IF I THINK MY ITEM IS DAMAGED?

As with every hand made product, part of the beauty is the inconsistency in each piece that makes yours uniquely, yours!  However, if you feel there is something that is not quite right, please contact us straight away and we will arrange a new one to be sent your way.

HOW CAN I SEE YOUR PRODUCT IN PERSON?

From time to time we attend design markets across Australia - sign up to our mailing list to be the first in the know where we'll be popping up next!

ANY MORE QUESTIONS?

No worries!  Please email us via hello@oncewaslost.com and we'll get back to you really soon!