At Goldylost, shipping is on us. Every order — Australian, US, and international — ships free of charge. We pay top dollar to get your hair to you safely, signed for, and tracked end-to-end.

We are so happy you have chosen Goldylost. To thank you, we cover the cost of shipping for every order, anywhere we ship.

This Shipping Policy forms part of, and should be read together with, our Terms and Conditions and Returns Policy. Nothing in this Shipping Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that you may have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or under any other law that cannot lawfully be excluded.

1. Processing and Shipping Times

All standard orders of in-stock items are processed and shipped from either Sydney, Australia or Doral, Florida, USA, depending on your delivery destination. Please allow one (1) to seven (7) business days for processing before dispatch.

Australia (domestic) shipping. Domestic Australian orders are shipped Express via Australia Post. The estimated transit time after dispatch is one (1) to two (2) business days.

International shipping. International orders are shipped Express via DHL Express. Estimated transit times worldwide are five (5) to fifteen (15) days, depending on destination. These are estimates only — actual transit times may be longer due to factors outside our control, including customs clearance, weather events, carrier capacity, public holidays, and local last-mile delivery conditions.

Subject to your statutory rights, Goldylost is not responsible for transit delays caused by carriers, customs authorities, or other third parties, and we cannot guarantee delivery by any particular calendar date.

2. Pre-Orders and Backorders

Pre-orders and backorders are handcrafted to order and have a longer fulfillment timeframe than in-stock items. The full terms applicable to pre-orders, including processing times, your right to request a status update, cancellation, and your rights under the Australian Consumer Law, are set out in Section 3 of our Terms and Conditions, which controls in the event of any inconsistency with this Shipping Policy. If you have any question about a pre-order, please contact us at contact@goldylost.com.

3. Tracking, Signature, and Risk of Loss

All Goldylost shipments require a signature on delivery and include online tracking. Once your order is dispatched, you will receive tracking details by email so you can follow your shipment in real time.

Title to your order, and all risk of loss, damage, theft, or delay, passes entirely to you when your order is handed by us to the carrier. From that point onward, the package is no longer in our custody, and any matter arising during transit or delivery is between you and the carrier. We recommend you monitor the tracking notifications closely and arrange to be available for delivery on the scheduled day, as Express deliveries may not be reattempted in all locations.

4. Duties, Taxes, and GST

Australian GST. Australian Goods and Services Tax (GST) of 10% applies to orders shipped to Australia. Prices displayed on our website to customers shipping to Australia include GST — the price you see is the price you pay. The GST component is itemized on your tax invoice. Where you receive a refund for an Australian order, the GST charged on the refunded amount is refunded with the rest of the refund.

Orders shipped outside Australia. GST does not apply to orders shipped to destinations outside Australia.

Australian and United States orders — duties covered. For orders shipped to addresses in Australia or the United States, Goldylost pays all applicable import duties and import taxes on your behalf. The price you pay at checkout is the total cost of your order — you will not be asked to pay any further duties or import taxes upon delivery.

Orders to other destinations — duties payable by you. For orders shipped to destinations other than Australia and the United States, you are the importer of record. You may be required to pay local import duties, import taxes, customs clearance fees, VAT, or other charges before your order can be released to you for delivery. The amount and applicability of these charges depend on the laws of your destination country. These charges are paid by you directly to your local customs authority or to the carrier on behalf of customs — they are not paid to Goldylost — and they are not refundable in the case of return, exchange, or refusal of delivery. We strongly recommend that you investigate the import rules of your country before placing your order.

Customs declarations. Goldylost is required by law to declare the full value and accurate description of all items shipped internationally. We cannot under-declare value to reduce the import duties payable by you, and we cannot mark commercial shipments as gifts. For any question about customs or duties, please email us at contact@goldylost.com.

5. Restocking and Cancellation Fees

Restocking fee — AUD $150 / USD $150. Where an order has been dispatched and is returned to us — for example, because it was not collected from the carrier, was undeliverable due to an incorrect address you provided, or was not cleared through customs because import charges were not paid by you — and you elect to cancel rather than have us reship the order, we will deduct a restocking fee of AUD $150 (for Australian orders) or USD $150 (for international orders) from your refund. This fee covers payment-processing charges, return-shipping costs, customs-clearance reversal where applicable, labor, and the costs of restoring the goods to inventory.

Cancellation fee — AUD $125 / USD $125. Where you cancel an order that we have accepted but that has not yet been dispatched, we will deduct a cancellation fee of AUD $125 (for Australian orders) or USD $125 (for international orders) from your refund. This fee covers payment-processing charges and order-handling costs that we have already incurred at the time of cancellation.

Pre-order cancellation fee — AUD $150 / USD $150. Pre-orders trigger the procurement of raw hair and reserve handcrafting capacity that we would not otherwise commit. Where you cancel a pre-order, we will deduct a cancellation fee of AUD $150 (for Australian orders) or USD $150 (for international orders) from your refund. Pre-order cancellation rights and any further conditions are governed by Section 3 of our Terms and Conditions.

How to cancel. To cancel an order, you must contact us in writing, either (a) by email to contact@goldylost.com, or (b) by completing the returns / cancellation form on our website. An order is not considered cancelled until we have confirmed the cancellation by email.

6. Restricted Destinations

We do not ship to Italy or Spain. If an order is placed for delivery to either of these countries, we will cancel the order and refund the full amount paid, with no cancellation fee, as the restriction is on our side. If you are unsure whether we can ship to your country, please contact us at contact@goldylost.com before placing your order.

7. Delivery Issues

Please ensure that the delivery address, telephone number, and email address you provide at checkout are correct and current. Once your order is dispatched, you will receive tracking information by email — please check it on receipt and continue to monitor it through to delivery. Australia Post, DHL Express, or FedEx may contact you during the shipping process; please respond to any such contact promptly to avoid delays.

Incorrect address. If you provide an incorrect address at checkout, please email contact@goldylost.com as soon as possible. If your order has not yet been dispatched, we will amend the address before shipping. Once your order has been dispatched, address changes (where they are possible at all) must be arranged with the carrier directly. Goldylost is not responsible for orders delivered to an incorrect address provided by you.

Failure to collect. If you are unavailable when your package is delivered, the carrier will hold the package for collection or arrange redelivery. If you do not collect the package or arrange redelivery within the carrier's holding period, the package will be returned to Goldylost. Once we receive the returned package, you may elect to (a) have the package reshipped to you at your cost; or (b) cancel the order, in which case the restocking fee in Section 5 will apply. Goldylost is not responsible for packages that are lost or damaged during return to sender, except as required by law.

Marked delivered but not received. In the rare case that your order is marked as delivered by the carrier but you have not received it, please confirm that the delivery address you provided was correct, then contact the relevant carrier (Australia Post, DHL Express, or FedEx) directly to investigate. The carrier will be able to confirm the GPS-tagged delivery location and the name of the person who signed for the package. Once the carrier investigation is complete, please contact us with the outcome and we will work with you on next steps, including any rights you may have under the Australian Consumer Law or other applicable consumer-protection laws.

8. Carrier Contact Information

For shipping inquiries after your order has been dispatched, please contact the relevant carrier directly using the details below.

Australia Post (domestic Australian orders).
Phone: 13 POST (13 7678)
Tracking: https://auspost.com.au/mypost/track/#/search

DHL Express (international orders).
USA: 1-800-225-5345
Canada: 1-855-345-7447
United Kingdom: +44 844 248 0844
Tracking: http://www.dhl.com.au/en/express/tracking.html

9. Limitation of Liability

Risk of loss transfers on dispatch. Title to your order, and all risk of loss, damage, theft, or delay, passes entirely to you when your order is handed by us to the carrier. From that point onward, the package is no longer in our custody, and any matter arising during transit or delivery is between you and the carrier.

Tracking and delivery are your responsibility. From the moment of dispatch, you are responsible for: (a) monitoring the tracking notifications and responding promptly to any communications from the carrier; (b) being available at the delivery address to receive the package and provide a signature, or arranging for an authorized person to do so; (c) collecting the package from the carrier's holding location if a delivery attempt is missed, within the carrier's holding period; and (d) raising any issue or complaint relating to lost, damaged, stolen, misdelivered, or delayed packages directly with the carrier in the first instance.

Disputes with the carrier. Any claim relating to a package once it has been dispatched — including loss, damage, theft, misdelivery, or delay — is a matter between you and the carrier (Australia Post, DHL Express, FedEx, or any other carrier we use). On request, we will provide you with the dispatch information you need to lodge a claim with the carrier (consignment number, dispatch date, declared value), but we are not responsible for the package once dispatched and we are not responsible for the outcome of any carrier claim.

No guaranteed delivery date. We do not guarantee delivery by any specific calendar date. If your purchase is time-sensitive (a wedding, an event, a birthday, a planned hair-loss event, or any other date-driven occasion), please contact us before placing your order so we can advise on realistic timing. We are not liable for any loss, cost, or disappointment caused by your order not arriving by a particular date.

Limitation of liability. Subject always to the consumer-rights preservation in Section 14 of our Terms and Conditions, and to the maximum extent permitted by law: Goldylost excludes all liability for transit times; carrier delays; customs delays; failed deliveries; packages signed for at the delivery address (whether or not signed for by you personally); loss, damage, or theft of packages occurring after dispatch; packages returned to us due to incorrect address, failure to collect, or non-payment of customs charges; and any indirect, incidental, special, consequential, or punitive damages arising from any shipping or delivery matter. Our aggregate liability for any shipping or delivery issue is limited as set out in Section 14 of our Terms and Conditions. Any dispute relating to shipping or delivery is subject to Section 20 (Governing Law and Dispute Resolution) of our Terms and Conditions.

10. Contact Us

For any shipping-related question or concern, please contact us at contact@goldylost.com.

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