Refund policy
The short version
- Arrived damaged, faulty, misprinted or wrong? We replace it or refund it. No need to post it back. Just send a photo.
- Ordered the wrong size or changed your mind on a made-to-order item? The law doesn’t require a refund, but we’ll still help: a half-price reprint in the right size, free domestic postage, and you keep or gift the first one.
- Spotted a mistake straight after ordering? Email us immediately. If printing hasn’t started we’ll fix or cancel it free.
- Ready-made items (not printed to order) can be returned for a refund or store credit within 30 days.
Our commitment
At Lost Manly Emporium almost everything is printed or made to order, one piece at a time, with artwork and photographs from the Northern Beaches’ past. That is what makes each item special, and it is also why a returned custom item can’t simply go back on a shelf. This policy explains what we can do, what the law guarantees you, and how we’ll look after you when something isn’t right.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to have the item repaired or replaced if it fails to be of acceptable quality and the failure is not a major failure. This applies to every product we sell, including made-to-order and sale items, and it is not limited to a set number of days.
1. Damaged, faulty, misprinted or wrong items
If your order arrives damaged, has a printing fault, is the wrong item, or isn’t what we described:
- Email support@lostmanly.com.au with your order number, a short description, and photos of the item and the packaging.
- We’ll arrange a replacement at no cost, or a full refund if you prefer. Original postage is refunded too.
- You don’t need to send the item back. If we ever do need it returned, we pay the postage.
- Please tell us as soon as you can, ideally within 30 days of delivery. That helps us claim against our print partner, but it is not a cut-off on your legal rights.
2. Made-to-order items: wrong size, colour or change of mind
Clothing, prints, calendars, mugs, bags and most other items are produced only after you order, so we can’t accept them back for change of mind, including a size or colour you chose at checkout. This is permitted under Australian Consumer Law, and it is the standard position for made-to-order goods. We would rather keep you happy than stand on that, so here is what we offer:
Caught it early. Email us the moment you notice. If production hasn’t started we’ll change the size or cancel the order free of charge.
Fit Promise. Wrong size? Within 30 days of delivery we’ll reprint the same design in the right size for 50% of the price, with free domestic postage. Keep the first one or pass it on to someone who’ll love it. No return needed.
Store credit option. If you’d rather have something else, tell us. In most cases we can offer a store credit of 50% of the item price toward anything in the store, valid for 12 months.
Colour. Screens show colour differently, and heritage photographs are reproduced faithfully, including their age and tone. If a print is materially different from the product photos or description, that is covered under section 1 and we’ll replace it.
To avoid sizing problems, every garment page has a size chart with measurements. Measure a garment you already own and compare, or email us and we’ll help you choose.
3. Ready-made and stocked items
Items we hold in stock (not printed to order) can be returned within 30 days of delivery for a refund or store credit if they are unused and in their original condition. Return postage for change of mind is your responsibility, and we’ll refund the item price once it arrives. Faulty stocked items are covered by section 1 regardless.
4. Orders lost or delayed in transit
Every order is sent with tracking. If tracking shows your parcel is lost, or it hasn’t arrived within 10 business days of the estimated delivery date, contact us and we’ll send a replacement or refund you. Please check the delivery address at checkout carefully, as we can’t replace parcels delivered to an incorrect address supplied by the customer, though we will always try to help.
5. How refunds are paid
Approved refunds are processed within 7 business days to your original payment method. If that isn’t possible, we’ll arrange another method that suits you. Store credits are issued as a discount code by email.
6. How to contact us
- Email: support@lostmanly.com.au (include your order number and photos if relevant)
- Phone: 0420 731 965
- Contact form: lostmanly.com.au
We reply within two business days, usually much sooner. You’ll be dealing with a real person who knows the products and the stories behind them.
Our pledge
Every item leaves here carrying a piece of Northern Beaches history, and we want it to be enjoyed for years. If something goes wrong, tell us, and we’ll put it right in a way that is fair to you and to this small business.
Lost Manly Lisa
Making history personal since 2013