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Frequently Asked Questions
Shipping
Where do you ship to?
Where do you ship to?
We currently ship to most areas within Australia. Contact us if checkout does not allow shipping to your address.
How long will it take to receive my order?
How long will it take to receive my order?
Average dispatch within 1 - 3 business days. Est shipping time frames: SYD, MLB & BNE 1 - 3 business days, ADL 2 - 5 business days. QLD, NSW, VIC, SA & TAS regional areas, WA & NT: 3 - 14 business days.
How are our rugs shipped and what are the costs?
How are our rugs shipped and what are the costs?
Our rugs are rolled & shipped in protective plastic wraps, except for our washable rugs, which are folded & packaged into cartons. We offer flat rate metro shipping from $9.99 inc GST. Our rugs are usually dispatched within 1 - 2 business days. Flat rate shipping means you can buy more than one rug at Lost Design Society & pay the same flat rate shipping fee when ordering multiple rugs.
Returns and Refunds
How do I return a product?
How do I return a product?
Items must be returned within 7 days after receiving your order. Items must be returned in the same condition. Contact us to arrange a return.
How long will it take to receive my refund?
How long will it take to receive my refund?
Refunds are processed within an estimated 5 business days from when an item is returned.
Rugs
What kind of rugs do we have?
What kind of rugs do we have?
Our range of rugs is constantly growing. We continue to source unique rugs with different styles, features & benefits. Our collection includes natural fibre rugs, machine-made synthetic rugs & machine-washable rugs. Depending on the features of the rug, our rugs are suitable for domestic or commercial use. For example, our low pile polypropylene rugs can handle heavy traffic & therefore, are suitable for heavy foot traffic in an office environment, whilst a wool rug that will shed may not be as suitable in an office environment with frequent foot traffic.
Where do our rugs come from?
Where do our rugs come from?
As rug manufacturing & technology continue to develop & with rising costs in different regions, we continue to seek out & work with innovative rug manufacturers & makers to ensure quality & value. Our machine-made rugs are mainly manufactured in Turkey & Belgium, where there have been significant advancements in machine-made rug technology.
Our natural fibre rugs are mainly made in India. India is a leader in natural fibre rug production. Indian rug manufacturers have developed a reputation for making quality hand-loomed rugs & hand-woven rugs at good prices.
China is also becoming a leader in manufacturing machine-washable rugs.
We source different types of rugs from different countries to offer value & quality to our customers.
What should I consider when choosing a rug size?
What should I consider when choosing a rug size?
When choosing your rug size, mark out your desired size with masking tape to get a visual representation of what size rug is suitable. Buying a rug online without measuring the space first can often lead to a rug being required to be returned.
How do I choose the right rug material?
How do I choose the right rug material?
Natural fibre rugs have many great benefits that include: natural heat retention & natural air humidifying. When deciding what rug material to choose, note that natural fibre rugs will shed. Over-vacuuming natural fibre rugs will cause more shedding. Consider the area where the rug is being placed & how the rug will be used. For example, if you want a rug that is low maintenance & can deal well with spills & pets, you may consider our range of non-shed, stain-resistant & easy to vacuum low pile polypropylene rugs.
How do I care for and maintain my rug?
How do I care for and maintain my rug?
To care for & maintain your rug, follow the care instructions that are provided for your rug. A common Lost Design Society rug care instruction label is: Light vacuum using suction only to remove loose soil & debris. Clean spills immediately ensuring never to rub the pile surface. Blot wet spills with an absorbent cloth or paper towel. Some stains may be cleaned with mild clear detergent & lukewarm water. If a stain cannot be removed seek specialist cleaning advice.
What are the latest trends in rug designs?
What are the latest trends in rug designs?
Some of the latest trends in rug design include neutral natural fibre rugs, transitional Persian-inspired rugs, contemporary modern rugs, mid-century modern rugs & art deco rugs.
Searching for the best online rug store in Australia?
Searching for the best online rug store in Australia?
We strive to provide the best online rug store experience in Australia via our collection, website, prices & customer service.
Why are your rugs online cheap?
Why are your rugs online cheap?
Should you buy a cheap rug online? We vet our products to ensure quality. Our business model & supply chain is direct from the manufacturer to our Australian based warehouses & then direct to the customer.