Return & Refund Policy

Last updated: 14 July 2026

This policy explains Lost Era’s additional return process. It does not exclude, restrict or replace any rights you have under mandatory consumer law.

15-day return request period

You may request a return within 15 calendar days after your order is shown as delivered. Contact us before sending anything back. Unauthorised returns, or returns sent to the address printed on the parcel, may not be received or processed.

Damaged, faulty, incorrect or materially different items

If an item arrives damaged, faulty, incorrect or materially different from its product description, contact us within 15 days of delivery for the fastest resolution. Include your order number and clear photos of the item, packaging and shipping label. We may request reasonable additional information to assess the issue.

For a confirmed eligible issue, Lost Era will provide an appropriate remedy, which may include a replacement, repair where practical, partial refund, store credit or refund. Where we approve a physical return for a confirmed faulty or incorrect item, Lost Era will cover reasonable return shipping or provide a return method, as required by applicable law.

The 15-day reporting period is an additional service standard and does not limit rights that continue for longer under applicable law, including the Australian Consumer Law.

Change-of-mind, style, colour and sizing returns

Change-of-mind returns may be requested within 15 days of delivery. The item must be unworn, unwashed, unused, unaltered, free from odour, pet hair, makeup and other marks, with original tags and packaging intact. Lost Era may decline a return that does not meet these conditions.

For approved change-of-mind or sizing returns, the customer is responsible for tracked return postage and any non-refundable customs or delivery charges. Original shipping charges are not refunded unless required by law. Size and fit issues are treated as change-of-mind unless the item materially differs from the measurements or description provided.

Items generally not eligible for change-of-mind return

  • Final-sale or clearance items clearly marked as non-returnable, except where faulty or otherwise protected by law.
  • Gift cards, personalised items and digital products.
  • Underwear, swimwear, earrings or other hygiene-sensitive items after their hygiene seal or packaging has been opened.
  • Items damaged through misuse, accident, incorrect washing, wear and tear, alteration or failure to follow care instructions.

How to request a return

  1. Email mlammplam@gmail.com with your order number, the item and the reason for return.
  2. Wait for written approval and the correct return instructions. Return addresses can vary by item and destination.
  3. Send the item using tracked shipping within the timeframe stated in the approval email and retain the receipt.

Lost Era is not responsible for untracked returns or parcels sent to an unauthorised address.

Refund processing

Once an approved return is received and inspected, we will notify you of the outcome. Approved refunds are sent to the original payment method. Bank processing times are outside our control. If a returned item is used, damaged, incomplete or materially reduced in value through handling beyond what is reasonably necessary to inspect it, a deduction may apply where permitted by law.

Regional consumer rights

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on whether a failure is major or minor, you may be entitled to a repair, replacement, refund or other remedy. No blanket 15-day limit applies to these statutory rights.

European Economic Area and United Kingdom: Eligible consumers generally have a statutory cooling-off right for many online purchases. Our 15-day change-of-mind request period is intended to meet or exceed the ordinary 14-day notice period, subject to legal exceptions. Customers are generally responsible for change-of-mind return postage when informed in advance; Lost Era covers return costs for defective goods where required by law.

Other countries: Any mandatory rights in your country or region continue to apply. Where this policy conflicts with a non-excludable legal right, that legal right prevails.