Shipping & Returns
FULFILLMENT INFO
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THE DETAILS
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GARMENT CARE
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EXCLUSIVE INTEL
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LOGISTICS PROTOCOLS
↯
FULFILLMENT INFO
↯
THE DETAILS
↯
GARMENT CARE
↯
EXCLUSIVE INTEL
↯
LOGISTICS PROTOCOLS
↯
Shipping
Where does LONEKITTY ship?
We operate globally, currently supporting shipping to Australia, Canada, New Zealand, the United Kingdom, and the United States. If your country isn't listed at checkout, we are currently unable to service your region.
Support for new countries is added periodically, so be sure to follow our newsletter for updates.
How much does shipping cost?
Shipping is calculated at checkout based on the weight of your garments and your exact location. All of our products are manufactured in and shipped from Melbourne, Australia.
As a baseline, domestic standard shipping starts at $13 through Australia Post, but may increase depending on order size and express options.
International rates vary by carrier, and it is important to note that we do not immediately cover customs, duties, or import taxes. Any orders valued at over $120 AUD (excluding shipping costs) will automatically receive free shipping.
How long will it take for my order to ship?
LONEKITTY prioritises quality, and fulfilment times may vary depending on demand and carrier restrictions. Standard processing takes around 3-5 business days before it is handed over to the carrier, but may take up to 7 business days during busy periods. With this in mind, please allow up to 14 days from your order being placed before it is shipped out. We have no control over its journey once it has been shipped. If your carrier supports tracking, you will receive tracking details as soon as this is complete.
How can I track my order?
If the shipping method you selected supports tracking, you will receive an email upon dispatch containing your tracking number and a direct link to the carrier's portal. Allow 24 hours for the tracking to update after receiving the email.
My order says it was delivered, but I never received it. What should I do?
Ensure that you have checked your surrounding property, mailroom (if applicable), and status on the carrier's portal.
If it has been more than 48 hours since the package has been "Delivered" and it is still missing, be sure to reach out through our Contact Us page.
Can I cancel or change my order?
Our fulfilment system moves fast to get our pieces out the door. Once an order is placed, it is locked in. We cannot guarantee cancellations, address changes, or size swaps. Ensure you double-check your cart before finalising payment.
Returns
What is your return and refund policy?
We accept returns for refund strictly within 14 days of delivery. The garment(s) must be in original, unworn, unwashed condition with all tags completely intact. Shipping costs for returned products are incurred at the expense of the customer.
If the garment smells like cologne, smoke, or shows any sign of wear (e.g. makeup stains), it will be rejected and a refund will not be processed. Upon attempting to initiate a return, you will be asked to take photos to ensure it is in original manufactured condition.
What if my product arrives damaged?
We take quality control very seriously, and if a defective garment slips through, LONEKITTY will take appropriate action to replace it. Contact support within 48 hours of delivery with clear photos of the damage or misprints and your order number. We will replace the item as soon as possible.
How long will it take for my refund to process?
Refunds are typically approved once the product has undergone a thorough physical inspection. After a refund is issued, it will begin processing within our system. The time it takes for credit to be reimbursed may vary depending on your payment provider.
I ordered the wrong item. Can I receive an exchange?
LONEKITTY does not provide exchanges on incorrect orders. Please ensure that you review your order at checkout before submission. Consider returning the item in its original condition once it has arrived.
FASHION KNOWS NO FEAR™
MADE WITH ❤︎ IN MELBOURNE, AUSTRALIA'S FASHION CAPITAL