CUSTOMER CARE – Lost Lorelei
FREE LOCAL & WORLDWIDE SHIPPING

CUSTOMER CARE

 

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FREE DOMESTIC & WORLDWIDE SHIPPING

Delivery is between 5-7 business days to Australia.

Delivery to other countries may take up to 14 business days.

All orders are dispatched the next business day and are fully trackable. Australia Post will send you an email with your tracking details.

During sale periods or within 3 days of a new collection launch there may be some delays.

Signature is required on delivery. If you are not at home to receive the package, it will be delivered to your local post office and a delivery slip left with pickup details. You will need identification to collect.

Please check with your local post office if you experience problems during the shipping progress.

• If you're unsure of what duties and taxes you may be charged, you can use this estimator to get an idea click here.

• For more information on shipping, please click here.

 

30 DAY RETURNS

We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we’ll gladly accept a return of any full priced items within 30 days of purchase subject to our Returns Policy. Items should be returned in their original condition, unworn with their tags attached.

Enclosed in your Lost Lorelei order you will find your Returns Slip. Please ensure this is filled in and sent back with your return so we're able to identify and process your return as quickly as possible. If you didn't receive a Returns Slip in your order, you can download one here.

Please note: for hygiene reasons we’re unable to accept returns for underwear.

 

STOCKISTS

• Our flagship stall is open to the public on Sundays at Bondi Markets in Sydney Australia. Click here for more details. 

• To enquire about stockists in your area, contact us here. 

 

SIZE CHARTS

GARMENT SIZE CHART

 

XS/6

S/8

M/10

L/12

XL/14

S/M

M/L

AU/NZ

6

8

10

12

14

8-10

10-12

USA

2

4

6

8

10

4-6

6-8

UK

6

8

10

12

14

8-10

10-12

JAPAN

7

9

11

12

14

9-11

11-13

SWEDEN

34

36

38

40

42

36-38

38-40

FRANCE

32

34

36

38

40

34-36

36-38

 

STANDARD SIZE MEASUREMENTS

 

XS/6

S/8

M/10

L/12

XL/14

                            

BUST (INCHES)

31.5

33.5

35.5

37.5

40

WAIST (INCHES)

23.5

25.5

27.5

29.5

31.5

              

HIP (INCHES)

23

37

39

41

43

 

 

 

 

 

 

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PRIVACY POLICY

This privacy policy sets out our commitment to protecting the privacy of your personal information that we collection through this website, lostlorelei.com (site) or directly from you. Please read this Privacy Policy carefully. Please contact us if you have any questions.

You providing us with personal information indicates that you have had sufficient opportunity to access this Privacy Policy and that you have read and accepted it.

If you do not wish to provide personal information to us, then you do not have to do so, however it may affect your use of this site or any products and services offered on it.

 

1) Collection of Personal Information

Personal Information: The type of information we collect may include:

  • name;
  • contact details including email address, address and telephone number;
  • marital status and anniversary;
  • date of birth;
  • demographic information such as postcode;
  • preferences and opinions; and
  • any other information requested on this site or otherwise requested by us or provided by you.

 

Your Use Of Our Site: As with most online businesses, we may log information about your access and use of our site, including through the use of internet cookies, your communication with our site, the type of browser you are using, the type of operating system you are using and the domain name of your internet service provider.

 

Your Opinion and Feedback: We may contact you to voluntarily respond to questionnaires, surveys or market research to seek your opinion and feedback. Providing this information is optional to you.

If we receive your personal information from third parties, we will protect it as set out in this Privacy Policy.

 

2) Collection and Use of Personal Information

We collect and use the information for purposes including:

  • to contact and communicate with you;
  • for internal record keeping;
  • for market research and business development including website development and gauging website traffic and trends;
  • to deliver personalised site content to you;
  • for marketing including direct marketing;
  • to run competitions or offer additional benefits to you; and
  • to send you promotional information about third parties that we think may be of interest to you.

 

3) Disclosure of Personal Information to Third Parties

We may disclose your personal information to;

  • credit reporting agencies and courts, tribunals and regulatory authorities where customers fail to pay for goods or services provided by us to them;
  • courts, tribunals, regulatory authorities and law enforcement offices as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights, and
  • third parties, including agents or sub-contractors, who assist us in providing information, products, services or direct marketing to you. This may include parties located, or that store data, outside of Australia.

Where we disclose your personal information to third parties for these purposes, we will request that the third party follow this Privacy Policy regarding handling of your personal information.

If there is a change of control of our business or a sale or transfer of business assets, we reserve the right to transfer to the extent permissible by law our user databases, together with any personal information and non-personal information contained in those databases. This information may be disclosed to a potential purchaser. We would seek to only disclose information in good faith.

 

4) Your Rights and Controlling Your Personal Information

Choice and Consent: Providing us with your personal information is optional to you. You can choose not to provide personal information. When you provide us with your personal information, you consent to the terms in this Privacy Policy, and to us disclosing or receiving your personal information for these purposes.

Your Provision of Third Party Information: If you provide us with third party personal information then you warrant to us that you have the third party's consent to provide this.

Restrict: You may choose to restrict the collection or use of your personal information. If you have previously agreed to us using your personal information direct marketing purposes, you may change your mind at any time by contact us through any of the methods listed on the Contact Us page of this site.

Access: You may request details of personal information that we hold about you, in certain circumstances set out in the Privacy Act 1988 (Cth). We may refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act.

Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us by email. We rely in part upon customers advising us when their personal information changes. We will respond to any request within a reasonable time. We will endeavor to promptly correct any information found to be inaccurate, incomplete or our of date.

Complaints: If you believe that we have breached the Australian Privacy Principles and wish to make a complaint about that breach, please contact us by email setting out details of the breach. We will promptly investigate your complaint and respond to you in writing setting out the outcome of our investigation, what steps we propose to take to remedy the breach and any other action we will take to deal with your complaint.

Unsubscribe: To unsubscribe from our email database, or opt out of communications, please use the unsubscribe button at the bottom of our email communications or contact us.

 

5) Storage and Security

We are committed to ensuring that the information you provide is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

No information transmitted over the internet can be guaranteed to be secure. We cannot guarantee the security of any information that you transmit to us, or receive from us. The transmission and exchange of information is carried out at your own risk. Although we take measures to safeguard against unauthorised disclosures of information, we cannot assure you that personal information that we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

 

6) Cookies & Web Beacons

We may use cookies on this site from time to time. Cookies are text files placed in your computer's browser to store your preferences. Cookies, by themselves, do not tell us your email address or other personally identifiable information. However, once you choose to furnish the site with personally identifiable information, this information may be linked to the data stored in the cookie.

We may use web beacons on this site from time to time. Web beacons or clear .gifs are small pieces of code placed on a web page to monitor the visitor's behaviour and collect data about the visitors viewing a web page. For example, web beacons can be used to count the users who visit a web page or to deliver a cookie to the browser of a visitor viewing that page.

 

7) Links to Other Websites

Our site may contain links to other websites of interest. We do not have any control over those websites. We are not responsible for or liable for the protection and privacy of any information which you provide whilst visiting such websites, and such websites are not governed by this Privacy Policy.

 

8) Amendments

This Privacy Policy may be amended, including with changes, additions and deletions, from time to time in our sole discretion. Your continued use of our site following any amendments indicates that you accept the amendments. We recommend that you check this Privacy Policy regularly, prior to providing personal information, to ensure you are ware of any changes, and only proceed to provide personal information if you accept the new Privacy Policy.

If you have any questions, feedback or complaints please contact us.

 

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TERMS OF SERVICE

Terms of Agreement for online trading between Lost Lorelei (ABN 84255338694) ("Lost Lorelei") and The user of this website ("You/Your") Please read them carefully before proceeding with entering the Website. You must accept these terms and conditions to access this Website any further.

 

Placing an Order and Payment

By completing a Purchase Order, You are making an offer to purchase the Product at the price set out in the Website.

Payment must be made at the time of submitting the Purchase Order. Payment can be made by credit card or PayPal only. Lost Lorelei accepts Visa, MasterCard, Amex and PayPal. You warrant that You are an authorised user of the credit card or PayPal account used to complete payment.

All Purchase Orders placed through this Website are subject to confirmation and acceptance by Lost Lorelei. We will email you with confirmation of the receipt of Your Purchase Order. Lost Lorelei may reject Your Purchase Order, and refund any payment made by You, at any time prior to dispatch.

The Purchase Order must be paid in full immediately upon entry into the Agreement. All transactions are settled in Australian Dollars (AUD). If you are ordering from outside Australia, and your bank account or credit card is held in a different currency, you can still order by credit card - your currency will automatically be converted to Australian Dollars when you complete the transaction. The conversion rate varies from day to day with the current exchange rate. Many banks also charge a small currency conversion fee, contact your bank or credit provider for details. In some areas of the site, prices will be shown with an estimate of the price in your home currency. These converted prices are for information purposes only, to help you get an idea of the approximate cost of a product, and they may not be the exact amounts that will appear on your credit card statement. The final charge to your card is made in Australian Dollars and the ultimate conversion rate is determined by your bank or credit card provider. For this reason we are not able to take responsibility for the final amount charged to your credit card or PayPal account.

Lost Lorelei may vary prices in the event of price changes or mistakes on this Website without prior notice to You. If Lost Lorelei requests payment for increased prices, You may cancel the order. Notification of your wish to cancel the order in these circumstances must be received within seven (7) days of the announcement of the increase.

This Website is protected by SSL (Secure Socket Layer) encryption. SSL is a security device that ensures that any data, which you enter into a secure area of the site, is encrypted during transmission over the Internet. SSL utilises data encryption to create a secure environment for you to conduct your online transactions. In order for SSL to be effective, you must be using an SSL compliant browser.

Lost Lorelei does not store or keep credit card numbers from online transactions. The last four numbers and the expiry date of your credit card number are kept for order verification and identification purposes only. While every endeavour is made to ensure every shopping experience with us is a good one, in the event a credit card is used without the holder's authorisation, the card holder must notify their credit card provider in accordance with their reporting rules and procedures.

Lost Lorelei reserves the right to limit the quantities of product sold as it sees fit. It is a condition of this Agreement that you do not resell the Products to a third party. Lost Lorelei does not permit the purchase of items for resale. Customers wishing to be a stockist of Lost Lorelei products must contact Lost Lorelei, where they will be informed of the options available to buy higher quantities. This Website is owned and operated by Lost Lorelei. This Agreement supersedes all prior agreements and replaces any and all previous agreements between the parties.

 

Your Use of the Website

You agree that You will use this Website in accordance with these terms and conditions and that You will not use this Website for any unlawful purpose.

You will not violate or attempt to violate the security of this Website. You will not hack into this Website, Lost Lorelei computer systems or the computer systems of other users of this Website. Hacking means unauthorised access, malicious damage and/or interference and includes, without limitation, mail bombing, propagating viruses, worms or other types of malicious programs, deliberate attempts to overload a computer system, broadcast attacks or any other method designed to damage or interfere with the operation of a computer.

As you browse Lost Lorelei, advertising cookies will be placed on your computer so that we can understand what you are interested in. Our display advertising partners then enable us to present you with retargeting advertising on other sites based on your previous interaction with Lost Lorelei. The techniques our partners employ do not collect personal information such as your name, email address, postal address or telephone number. You can visit this page (http://www.networkadvertising.org/choices/) to opt out of targeted advertising.

 

Promotional Codes

From time to time Lost Lorelei has special offers that can be applied to your order by using a promotional code that we provide to you. In order to take advantage of these promotions, you must enter the promotional code in the space provided during the checkout process and hit the "apply" button. The value of the promotion will be applied to your order automatically. Please note only one promotional code may be used per transaction. Unless otherwise specified each promotional code may only be used once per customer.

 

Return Policy

We will happily except a return of an item which has not been worn, washed or used in anyway and is returned in it's original condition, including tags, for a full refund. Please return within 30 days for for full priced items and 30 days for sale items from the date you received the parcel.

The Return shipping is payable by the customer and it is recommended to use a tracked method for safe delivery. International Returns cannot be over $1000, if so please ship separately as Lost Lorelei is not responsible to pay duties to receive the goods and if there is a charge it will be deducted from your final refund.

Lost Lorelei is not responsible for the loss of a returned parcel and the original payment of shipping will not be refunded.

We will process your refunded within 10 business days of the return arriving to our warehouse, followed by a confirmation email. Lost Lorelei reserves the right to deny a refund of the merchandise returned if they do not meet the requirements of our Return Policy.

 

Faulty Policy

Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault we will happily replace it or refund the cost as long as it has been returned within 2 months of purchase. Anything outside of this time frame will be up to our discretion. Please note that wear and tear in the course of normal use is not considered a manufacturing fault.

 

Your Acceptance of These Terms and Changes to the Terms

By entering this website you agree to these terms and conditions. From time to time, this Agreement will be reviewed and may be revised. Lost Lorelei reserves the right to change this Agreement at any time. Any such changes will be posted on this Website.

 

Website Availability

From time to time down-time, either scheduled or unscheduled, may occur. Lost Lorelei will work within reason to ensure the amount of down-time is limited. Lost Lorelei will not be held liable for the consequences of any down-time.

 

Competitions

We run competitions and contest on our website and blog in which we may ask for subscription email information and membership. The terms and conditions of each promotion is at the discretion of Lost Lorelei and are subject to change.

 

Intellectual Property

Reproduction of part or all of the contents in any form of this Website is prohibited other than for individual use only and may not be recopied and shared with a third party. The permission to recopy by an individual does not allow for incorporation of material or any part of it in any work or publication, whether in hard copy, electronic, or any other form.

Unless otherwise noted, all materials on this Website are protected as the copyright, trade dress, trademarks and/or other intellectual properties owned by Lost Lorelei or by other parties that have licensed their material to Lost Lorelei. Lost Lorelei trademarks on this site represent some of the trademarks currently owned or controlled in Australia. The display of these marks and of notices associated with these marks in not intended to be a comprehensive compilation of all worldwide proprietary ownership rights held by Lost Lorelei.

All rights not expressly granted are reserved.

This website may contain materials produced by third parties or links to other websites. Such materials and websites are provided by third parties and are not under Lost Lorelei direct control and Lost Lorelei accepts no responsibility or liability in respect of any such third party materials or for the operation or content of other websites (whether or not they are linked to this Website).

You acknowledge that Lost Lorelei is entitled to require you to remove any link from another website to this Website which you install without obtaining prior written consent from Lost Lorelei

 

Liability

Lost Lorelei has provided information on this website as accurately as possible. We take all reasonable care - in so far as it is in our power to do so - to keep the details of your orders and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the site.

 

Copyright

All Lost Lorelei designs are copyright. Lost Lorelei prohibits the use of its designs or images for any purpose without prior written permission from Lost Lorelei.

 

Termination

Lost Lorelei reserves the right to terminate this Agreement at any time. Lost Lorelei shall not be liable to You for any cost, expense, or damages whatsoever for terminating this Agreement.

If the Product has not been delivered to You prior to any termination of this Agreement by Lost Lorelei, Lost Lorelei will refund to You any payment You have made prior to termination.

Definitions

"Agreement" means the terms and conditions that apply to the use of this Website which may be amended from time to time.

"Lost Lorelei" means Lost Lorelei (ABN 84 255 338 694).

"Product/s" means the product that is specified on the Purchase Order as the product You wish to purchase pursuant to the Agreement.

"Purchase Order" means the online purchase order form to be completed by You in relation to Your purchase of the product.

"Website" means internet website with the URL www.lostlorelei.com and associated websites.

"You" means the user of the Website (and "Your" has the corresponding meaning).

 

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