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Frequently Asked Questions
SHOPPING
Every item is professionally authenticated before sale. Supported bags and wallets are reviewed through LegitApp by two professional authenticators; Hermès pieces are reviewed by three authenticators. A physical Lost Designer certificate and the relevant digital authentication certificate are included where applicable.
Your purchase is protected by our lifetime authenticity guarantee. If an item is ever proven inauthentic by a recognised independent authenticator, Lost Designer will provide a full refund, including return shipping.
New pieces arrive weekly in-store and online. For early access, join our newsletter.
Of course! DM us on Instagram or email [enquiries@lostdesigner.com.au] with the item name, and we’ll send extra media within 24 hours.
All our items are Pre-loved unless specifically marked as "New" in the product listing.
We accept Visa, Master card, American Express, Apple Pay, Google Pay, Eftpos, Union Pay, Shop Pay, Lay-Buy & Bank Transfer
If any original dust bags, receipts, or other accessories are included, this will be mentioned in the description of the item on the listing page. If no original dust bag is included, we will provide a Lost Designer dust bag for your item.
Shop online through lostdesigner.co.nz. Prices are shown in NZD and orders are delivered across New Zealand by complimentary insured DHL Express.
For help, email enquiries@lostdesigner.com.au or call +61 3 9522 9884.
Email enquiries@lostdesigner.com.au at any time, or call +61 3 9522 9884 during business hours.
How is my order delivered?
New Zealand orders receive complimentary, fully tracked and insured DHL Express delivery. Orders are normally prepared within one business day, with tracking emailed after dispatch.
Will I be charged at the border?
Applicable import duties and taxes are prepaid by Lost Designer, so DHL should not request an additional border payment when your order is delivered.
How long does delivery take?
DHL Express commonly takes 1–3 business days after dispatch, subject to customs processing and your location. Signature is required on delivery.
Delivery & Purchase Protection
Yes. Because our pieces are pre-owned, individually photographed and often one of a kind, purchases are final for change of mind. Please review the photographs, measurements, condition notes and inclusions before ordering.
If an item differs materially from its listing, contact us promptly with your order number and clear photographs or video so we can review the issue and provide the appropriate resolution.
Every purchase is also covered by our lifetime authenticity guarantee. If an item is ever proven inauthentic by a recognised independent authenticator, Lost Designer will provide a full refund, including return shipping. Nothing in these purchase terms limits rights available under applicable consumer law.
How is my order delivered?
New Zealand orders receive complimentary, fully tracked and insured DHL Express delivery. Orders are normally prepared within one business day, with tracking emailed after dispatch.
Will I be charged at the border?
Applicable import duties and taxes are prepaid by Lost Designer, so DHL should not request an additional border payment when your order is delivered.
How long does delivery take?
DHL Express commonly takes 1–3 business days after dispatch, subject to customs processing and your location. Signature is required on delivery.
New Zealand orders are prepared for dispatch within 1 business day (excluding weekends and public holidays).
- Complimentary insured DHL Express delivery
- Full tracking supplied by email
- Approximately 1–3 business days after dispatch, subject to customs processing
Any applicable import duties and taxes are prepaid by Lost Designer, so there is no extra border payment collected by DHL on delivery. View delivery information.
We do not currently offer local collection in New Zealand. All NZ orders receive complimentary insured DHL Express delivery with tracking and signature on delivery.
