Shipping Policy
We are committed to delivering your order promptly and securely. Please review our shipping policy for detailed information on processing times, shipping options, and delivery estimates.
Processing Time
- Order Processing: All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email.
- Order Confirmation: You will receive an email notification once your order has been shipped, including tracking information.
Shipping Options & Delivery Times
We offer several shipping options to accommodate your needs:
- Standard Shipping: Estimated delivery within 5-7 business days.
- Express Shipping: Estimated delivery within 2-3 business days.
- International Shipping: Estimated delivery within 10-15 business days (may vary based on location and customs processing times).
Please note that delivery times are estimates and may vary due to unforeseen circumstances such as weather conditions or carrier delays.
Shipping Rates
Shipping charges for your order will be calculated and displayed at checkout based on your location and selected shipping method.
- Free Standard Shipping: Available on orders over $150 AUD.
- Flat Rate Shipping: $10 for all orders under $150 AUD
- Express Rate Shipping: $15 for all orders under $150 AUD
International Shipping
We currently ship to most countries worldwide. Please be aware that international orders may be subject to customs duties, taxes, or fees imposed by the destination country. These charges are the responsibility of the customer.
Order Tracking
Once your order has shipped, you will receive a tracking number via email. You can use this number to track the status of your shipment on the carrier’s website.
Please note: We're unable to speed up this process once its with the freight company. However, If you have any issues or concerns, Please reach out to info@lonelystarstudios.com with your tracking number and order number in the email.
Lost or Damaged Packages
If your order is lost or damaged in transit, please contact us immediately at info@lonelystarstudios.com and we will work with the carrier to investigate the issue and take appropriate action.
Incorrect Shipping Information
Please ensure that all shipping information is accurate at the time of purchase. We are not responsible for delays or losses due to incorrect or incomplete shipping addresses.
Delivery Issues
If there are any issues with delivery please contact the carrier directly or reach out to our customer service team atinfo@lonelystarstudios.com
How long will my order take to be processed?
All orders will be packed and shipped in 2-3 business days. If there are any issues with your order, you can contact our support info@lonelystarstudios.com
What are your shipping options and delivery times?
We offer both Express and Standard shipping for all orders.
The delivery times will vary depending on Country and Whether metro or rural. Order will be supplied with a Tracking number so you're able to track the delivery times of your order.
What is your return and exchange policy?
1. Returns for Manufacturer Faults Only
We accept returns and provide refunds only for items with a verified manufacturer defect. This includes defects in materials, workmanship, or damage incurred during shipping.
- Items Not Eligible for Return: Returns or refunds will not be accepted for issues related to incorrect sizing, change of mind, or personal preference.
2. Return Request Process
To initiate a return due to a manufacturer fault, please follow these steps:
- Email Us: Send an email to info@lonelystarstudios.com within 7 days of receiving your order.
- Include Photos: Attach clear photos of the defect, including close-up and full-view images, as well as a photo of the entire item.
- Provide Order Details: Include your order number, item name, and a brief description of the issue.
3. Review and Response Time
- We will review your return request and photos within 3-5 business days.
- If the defect is verified, we will provide further instructions for returning the item or processing a refund.
4. Shipping Costs
- If a return is approved, we will cover the cost of return shipping. If not, the customer will be responsible for all shipping costs.
5. Exchanges
- We do not offer exchanges for incorrect sizing. We recommend reviewing our size guide before placing your order to ensure the best fit.
6. Final Sale Items
- All sale items or items marked as "Final Sale" are not eligible for return or refund.
We appreciate your understanding and cooperation in adhering to our policy.
How can I track my order?
All orders will come with a tracking number once order is shipped. You can view your tracking details through the link provided.
Do you offer international shipping?
Yes! We ship worldwide. Please note: Shipping times can vary from country to country. Once stock is shipped the tracking numbers will show you an ETA. Once stock is shipped, We're unable to speed up this process.
What payment methods do you accept?
We accept..
How can I contact customer service?
Please contact our customer service team on Info@lonelystarstudios.com and a team member will be sure to get back to you within 24-48 hours.
Can I change or cancel my order?
Orders can be cancelled prior to processing, If stock has been purchased but yet to ship, we're able to refund your order.
If the order has already been processed and shipped, We're unable to reverse this.
Reach out to info@lonelystarstudios.com if you have any issues or questions and our team can assist.