Order edits & cancellations
Orders can be edited within 2 hours of placing your order. To request a cancellation, email hello@loseofficial.com as soon as possible with your order number. Cancellations can only be accommodated before order processing or fulfilment begins and cannot be guaranteed before dispatch.
Change of mind returns
We accept change of mind return requests within 14 days of purchase when items are unused and unopened, with all security seals intact, in their original packaging and condition, and accompanied by proof of purchase. Opened, tested, or used products are not eligible for change of mind returns. Customers are responsible for return shipping costs and original shipping fees are non-refundable.
Refunds
Returned items will be inspected to confirm eligibility. Approved refunds will be processed to the original payment method within 3–7 business days of approval. Refunds reflect the amount paid, including sale or promotional discounts.
Faulty, damaged, incorrect or missing items
Email hello@loseofficial.com with your order number, a description of the issue, and relevant photos or videos. Please report delivery issues as soon as possible, preferably within 7 days of delivery. Where a fault is confirmed, LOSE will cover reasonable return shipping costs.
Your consumer rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The conditions applying to change of mind returns do not restrict these rights.
Need help?
Need help using the returns process? Contact hello@loseofficial.com.