Last Updated: 13 October 2026
Thank you for shopping with The Lost Dogs Bali.
We want you to enjoy your order and aim to make our shipping and returns process as simple and transparent as possible.
Orders are processed after successful payment confirmation.
Our standard processing time is generally 1–3 business days, excluding weekends and public holidays.
During product launches, promotions, holidays, or periods of high order volume, processing may take slightly longer.
Once your order has been dispatched, you may receive shipping confirmation and tracking information where tracking is available.
We offer shipping to available destinations throughout Indonesia using selected courier services.
Shipping costs are calculated based on your destination, order size, weight, and the delivery service selected.
Estimated delivery times will vary depending on the destination and courier.
Please note that delivery estimates begin after the order has been processed and dispatched.
Where international shipping is available, delivery times vary according to the destination country, courier service, customs procedures, and other factors outside our control.
International customers may be required to pay import duties, taxes, customs fees, or other charges imposed by their destination country.
Unless otherwise stated during checkout, these charges are the responsibility of the recipient and are not included in the product or shipping price paid to The Lost Dogs Bali.
All delivery timeframes are estimates and cannot be guaranteed.
The Lost Dogs Bali is not responsible for delays caused by courier companies, customs authorities, public holidays, natural events, incorrect shipping information, or other circumstances outside our reasonable control.
Where tracking is provided, you can use the tracking information included in your shipping confirmation to follow the progress of your delivery.
Tracking information may take some time to become active after your package has been collected by the courier.
Please check your shipping address carefully before completing your order.
If you notice an error after ordering, contact us immediately at info@lostdogsbali.com.
We will do our best to update the address before dispatch, but changes cannot be guaranteed once an order has entered the shipping process.
Additional shipping costs resulting from an incorrect or incomplete address may be charged to the customer where permitted.
If you are unhappy with your purchase, please contact us at info@lostdogsbali.com within 14 days of receiving your order.
Unless the item is faulty, damaged, or incorrect, returned products must be unused, unworn, unwashed, and in their original condition with original tags and packaging where applicable.
Products showing signs of wear, washing, damage, alteration, stains, odours, or other use may not be eligible for return.
Please contact us before sending any product back so we can provide return instructions.
For approved change-of-mind returns, customers are generally responsible for the cost of returning the item to us.
Original shipping fees are generally non-refundable unless required by applicable law.
We recommend using a trackable shipping service when returning products, as we cannot be responsible for return parcels that are lost in transit.
If you would like to exchange an item for another size or product, please contact us at info@lostdogsbali.com.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer another available option, store credit, or a refund where appropriate.
If your order arrives damaged, faulty, or different from the product you ordered, please contact us as soon as reasonably possible at info@lostdogsbali.com.
Please include your order number, a description of the issue, and clear photographs showing the product and any damage or error.
After reviewing the issue, we may arrange a replacement, repair, refund, store credit, or another appropriate solution.
For hygiene, safety, or product-specific reasons, certain items may not be eligible for change-of-mind returns.
This may include personalised or customised products, gift cards, final-sale items, products specifically identified as non-returnable, and certain hygiene-sensitive products once opened or used.
This does not affect any rights you may have regarding faulty, defective, or incorrectly supplied goods under applicable law.
Once an approved returned item has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will normally be issued to the original payment method.
Processing times may vary depending on your bank, payment provider, or card issuer.
Shipping costs may be excluded from refunds unless the return is caused by an incorrect, damaged, or faulty product, or where otherwise required by law.
If tracking shows an unusual delay or your parcel appears to be missing, please contact us at info@lostdogsbali.com.
We will assist where possible by checking the shipment information and contacting the relevant delivery provider.
For shipping, exchange, return, or refund enquiries, contact:
The Lost Dogs Bali
Bali, Indonesia
Email: info@lostdogsbali.com
