Shipping & Returns Policy

Stay Lost offers free shipping on most of our products unless stated otherwise at checkout. Shipping costs may vary from state to state.

Orders are generally shipped from one of our distribution centres and depending on the product, will be sent from either Melbourne or Perth the next working day after payment has been received.

Stay Lost works with multiple couriers to provide the most efficient delivery service with the most reasonable price and quickest service.

Australia Post

Items that weighs 22 kg or less will be dispatched with eParcel, which is Australia Post’s internet enabled freight system.

Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool.

When your order is dispatched, you will be sent a tracking number. 

Tracking

Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.

Fastway Couriers

For items that weigh below 22kg with a lower cost than eParcel, the item/s will be dispatched with Fastway. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Fastway provides reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.

Parcels dispatched with Fastway are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process.

A non- PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.

Tracking

Please visit http://www.fastway.com.au and use the tracking number given to track your item.

Allied Express

Parcel that weighs over 22 kg will be dispatched with Allied Express. Allied Express is the largest, independently owned courier company in Australia with offices in all major mainland capitals.

Each parcel will carry a barcoded address label and you will be able to track you items through. Allied Express will contact you prior to delivery via SMS or phone number.

Tracking

Please visit http://alliedexpress.com.au/ and use the tracking number given to track your item.

Toll

Parcels that weigh less than 30kg can be dispatched with Toll. Toll is a major integrated logistics provider with an Asia Pacific focus. They provide safe, secure transport services.

Each parcel will carry a barcoded address label and you will be able to track you items through.

A non- PO Box address is required for Toll’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.

If the delivery is missed, you should receive a card with instructions on how to find your parcel. You can visit Toll website to arrange a re-delivery.

Tracking

Please visit https://www.tollgroup.com/tools/mytoll and use the tracking number given to track your item.

Sendle

Satchels ranging between 500g & 3kg may be shipped from our Perth distribution centre using Sendle.

Tracking

Every parcel sent using Sendle contains a unique tracking code.

To track your parcel simply head to the tracking page https://try.sendle.com/tracking and use the Sendle reference number that we will send to you once the package has been sent.

It looks a little something like this: S3NDL3R

Undeliverable Packages

In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.

Inaccurate Address

If there are any address discrepancies with your order and the product is returned to us, a customer care team member will be in touch. A re-delivery cost will occur for any products that are returned to us.

Unsuccessful Delivery Attempt

If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel at your local Post Office. 

If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure your item will arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.

Rejected By Receiver

If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.

The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service team.

Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

How long does it take to ship to our customers?

The estimated delivery time frames are:

From our Melbourne Distribution Centre

  • VIC, approximately 3-5 business days
  • NSW, SA, ACT, approximately 4-8 business days
  • QLD, NT, WA and TAS, approximately 7-10 business days

From our Perth Distribution Centre

  • WA, approximately 1-3 business days
  • VIC, NSW, QLD approximately 6-10 business days
  • ACT, approximately 7-11 business days
  • TAS, approximately 8-10 business days
  • NT, approximately 8-15+ business days

Deliveries to the NT will incur a higher shipping cost.

Note

  • Delivery time only starts after your payments have been cleared and the item has been dispatched from our warehouse (usually 1 working day after receipt of cleared payment).
  • We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.

Undeliverable Postcodes

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.

We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable to for some products. Orders with no shipment service will be cancelled and refunded automatically.

Please kindly contact us for more information if you need the item to be delivered to a remote area to ensure your order could be processed successfully.

State

Postcode

Suburb

SA

5701

WOOLUNDUNGA

WA

6740

DRYSDALE RIVER

WA

6740

MITCHELL PLATEAU

WA

6740

OOMBULGURRI

WA

6740

KALUMBURU

WA

6740

PRINCE REGENT RIVER

WA

6740

WYNDHAM

WA

6743

WARMUN

WA

6743

CAMBRIDGE GULF

WA

6743

LAKE ARGYLE

WA

6743

DURACK

WA

6743

GIBB

WA

6743

KUNUNURRA

TAS

7151

HEARD ISLAND

TAS

7151

DAVIS

TAS

7151

MAWSON

TAS

7151

MACQUARIE ISLAND

TAS

7151

MCDONALD ISLANDS

TAS

7151

CASEY

Bulky items

State

Postcodes

NT

0800-0999

NSW

2641,2717, 2831, 2898, 2899

QLD

4184, 4421, 4450-4499, 4680, 4700-4805, 4806-4899, 4900-4999 9920-9959, 9960-9999

SA

5701

TAS

7151

WA

6055, 6215-6699, 6700-6799

Warranty & Return

Stay Lost generally offers a 12-month warranty on all products, unless stated otherwise. Electronics products come with a 3-month warranty. 

You are required to notify Stay lost within 5 working days in the unlikely event that the item arrives damaged or faulty.

Return Procedure

Sale items will not be refunded or exchanged 

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to describe the problem precisely, provide evidence to support your claim and state whether you are requesting a replacement, refund or credit.

In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

Please direct all refund/return enquiries to [email protected]

Refunds generally take up to 5-7 working days to process and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

Items WILL NOT be refunded under the following circumstances

  • If products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
  • If an item is on sale.

Refused items will be posted back to you and additional postage will be charged. 

We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.