Shipping policy

This Shipping Policy explains how LOST ERA processes and delivers orders.

ORDER PROCESSING

Orders are generally processed within 1–5 business days after payment is confirmed.

Processing may take longer during:

• Major sales
• Product releases
• Public holidays
• Periods of unusually high order volume
• Payment or address verification
• Unexpected operational disruptions

Business days exclude weekends and public holidays.

Processing time is separate from delivery time.

DELIVERY ESTIMATES

Estimated delivery times may be displayed at checkout, in your order confirmation or through tracking information.

As a general guide, delivery may take approximately 7–25 business days after dispatch.

Some remote or international destinations may take up to 30 business days or longer because of customs processing, transport disruptions or local delivery conditions.

Delivery dates are estimates and are not guaranteed unless expressly stated otherwise.

SHIPPING COSTS

Shipping costs, where applicable, are displayed at checkout before payment.

Where free shipping is advertised, it applies only to eligible products, orders and destinations shown at checkout.

TRACKING

Tracking information will be sent when it becomes available.

Tracking can take several business days to begin updating after dispatch. This does not necessarily mean the parcel has not been sent.

Customers are responsible for monitoring tracking and responding to delivery-attempt or collection notices.

SEPARATE PARCELS

An order containing multiple items may arrive in separate parcels.

Separate parcels may have different tracking numbers and delivery dates. You will not be charged additional shipping merely because an order is delivered in more than one parcel.

DELIVERY ADDRESS

Customers must provide a complete and accurate delivery address at checkout.

Please check:

• Recipient name
• Street or postal details
• Unit or apartment number
• Suburb or city
• State or region
• Postcode
• Country
• Telephone number where required

Contact us immediately if an address needs to be changed.

Address changes are not guaranteed after processing begins. LOST ERA is not responsible for delay, non-delivery or additional costs caused by incorrect or incomplete information supplied by the customer, except where required by law.

DELIVERY ATTEMPTS AND COLLECTION

Depending on the delivery service, a parcel may:

• Be left in a safe place
• Be taken to a collection point
• Require a signature
• Be subject to another delivery attempt

Customers are responsible for following collection instructions and collecting parcels within the stated time.

UNCLAIMED OR REFUSED PARCELS

If a parcel is returned because it was refused, unclaimed or incorrectly addressed, we will contact you after it has been returned.

Additional shipping charges may apply if you ask for it to be sent again.

Any refund may exclude reasonable delivery and return expenses where permitted by law.

CUSTOMS, DUTIES AND IMPORT CHARGES

International orders may be subject to customs duties, import taxes, handling charges or local fees imposed by the destination country.

Unless collected at checkout or stated otherwise, these charges are the customer’s responsibility.

LOST ERA does not control customs charges or processing times.

A refusal to pay customs or import charges may cause the parcel to be returned. Any refund may be reduced by reasonable shipping, customs or return costs where permitted by law.

DELIVERY DELAYS

Delivery can be affected by events outside our reasonable control, including:

• Customs inspections
• Weather
• Transport disruptions
• Public holidays
• Industrial action
• Natural disasters
• Local service delays
• Incorrect address details
• Security or border restrictions

If tracking has not updated for an extended period or the estimated delivery period has passed, contact us at mlammplam@gmail.com.

We will review the tracking information and assist with an investigation where appropriate.

PARCEL MARKED DELIVERED BUT NOT RECEIVED

If tracking shows delivered but you cannot locate the parcel:

1. Check the delivery address in your order confirmation.
2. Check entrances, mail areas and safe locations.
3. Ask household members, neighbours or building management.
4. Contact the delivery service using the tracking number.
5. Email us if the parcel remains missing.

We will assist with the available delivery information and investigation process.

LOST OR DAMAGED PARCELS

Contact us if a parcel appears lost or arrives visibly damaged.

Please keep the item, packaging and delivery label and provide clear photographs where relevant.

Where applicable, we will arrange an appropriate remedy in accordance with our Return and Refund Policy and consumer law.

ORDER CANCELLATIONS

Contact us as soon as possible to request cancellation.

We will do our best to help, but cancellation is not guaranteed after processing has started.

CONTACT

Email: customersupport@losteraofficial.com

Website: www.losteraofficial.com
Location: Australia, NSW