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Frequently Asked Questions
 

Ordering & Payment

Q: How do I place an order? A: Simply browse our products at lsdesign.shop, add items to your cart, and proceed to checkout. We accept secure payments through Stripe.

Q: What payment methods do you accept? A: We accept all major credit and debit cards through our secure Stripe payment system.

Q: Can I modify or cancel my order after placing it? A: Please contact us immediately at Lucy.lsdesign@gmail.com. If your order hasn't been processed yet, we may be able to make changes or cancel it.
 

Shipping

Q: How much does shipping cost? A: For Australian orders:

  • Standard shipping: $12.95 (2-7 business days)

  • Express shipping: $19.95 (1-3 business days)

For international orders, add the "International Shipping - Quote Required" item ($1) to your cart, and we'll calculate the actual shipping cost within 24-48 hours.

Q: How long does shipping take? A: Within Australia: 2-7 business days (standard) or 1-3 business days (express), plus 1-3 business days processing time.

International shipping times vary by destination and will be provided with your shipping quote.

Q: Do you ship internationally? A: Yes! We ship worldwide using DHL. Add the international shipping item to your cart, and we'll send you a shipping quote within 24-48 hours.

Q: Do you provide tracking? A: Yes, all orders include tracking. You'll receive tracking information via email once your order is dispatched.
 

Returns & Refunds

Q: What's your return policy? A: You can return items within 14 days of delivery if they're unused and in original packaging. Faulty items can be returned anytime under Australian Consumer Law. See our full Refund Policy for details.

Q: How do I return an item? A: Email Lucy.lsdesign@gmail.com with your order number and reason for return. We'll provide return instructions.

Q: How long do refunds take? A: Refunds are processed within 7 business days of receiving your returned item. It may take an additional 5-10 business days to appear in your account depending on your bank.

Q: Who pays for return shipping? A: For faulty items, we cover return shipping. For change of mind returns, you're responsible for return shipping costs.
 

Products

Q: Are your products handmade? A: All products are handmade from second hand materials. Predominantly second-hand jumpers. The jumpers are sourced either by donations or charity/op shops. The products are quality checked/controlled and cleaned before being designed and sewn together by me with high quality thread.

Q: Do you offer custom orders? A: Custom orders are possible depending on the time of year, materials I have access to. It is best to Direct Message me on LSDesign Instagram or email me on Lucy.lsdesign@gmail.com

Q: How do I care for my products? A: Depending on the colour way of the jumper will depend on the temperature of the washing machine. Due to the jumpers being made from second hand materials it is likely the colour will not run. Though to be safe keeping to a Cold machine wash will ensure the colours stay as bright as possible.

Do not tumble dry

Do not bleach

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Technical Issues

Q: I'm having trouble with the website. What should I do? A: Please email us at Lucy.lsdesign@gmail.com with details about the issue you're experiencing, and we'll help resolve it quickly.

Q: Why can't I complete my order? A: This could be due to payment processing issues or stock availability. Try refreshing the page or contact us for assistance.
 

Customer Service

Q: How can I contact you? A:

Q: How quickly do you respond to emails? A: We aim to respond to all emails within 24-48 hours during business hours.

Q: Do you have a physical store? A: We operate online only, but you can contact us at 55 Gilbert St, Ovingham SA, Australia for any inquiries.
 

International Customers

Q: Do I need to pay customs duties? A: International customers are responsible for any customs duties, taxes, or import fees charged by their country. These are not included in our pricing.

Q: What currency are your prices in? A: All prices are displayed in Australian Dollars (AUD).

Q: Can I track my international order? A: Yes, we provide DHL tracking for all international orders.
 

Privacy & Security

Q: Is my personal information secure? A: Yes, we take privacy seriously. See our Privacy Policy for full details on how we collect, use, and protect your information.

Q: Do you share my information with third parties? A: We only share information with essential service providers (shipping, payment processing) and never sell your data to marketers.
 

Still Have Questions?

Can't find what you're looking for? Contact us at Lucy.lsdesign@gmail.com or call 0429 910 272. We're here to help!

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