Shipping & Return Policy
Our return policy is good for 30 days. Please be aware we do not offer refunds. The customer will need to cover shipping costs if they wish to return their item for an online store credit. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
We only offer refunds or exchanges if you have received defective or faulty products. If you wish to return your item(s) and received an incorrect or faulty product, please email us as soon as possible at support (at) lostnotfound.com. Lost Not Found will pay for all postage costs involved in the event of a customer receiving an incorrect or defective product.
To be eligible for a return or exchange we require your order number and your item must be unused and in the same condition that you received it within 30 days of purchase. It must also be in the original packaging.
Types of products are exempt from being returned:
- Gift cards
Refunds (if applicable)
Once we have received your email if you have received an incorrect or faulty product, we will reply and confirm for you to send the products back at our address listed below (Exchanges/Shipping).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment during business hours as soon as possible.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support (at) lostnotfound.com.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Standard shipping for orders in the U.S. are shipped via USPS Priority Mail. International orders are shipped via USPS First Class International Mail.
Tracking information is automatically sent to the email submitted with your account after your order has been processed for mailing. Updates on package destination is available through the USPS site and is limited to the information provided by USPS. Tracking information for International orders may be limited once the package has left the country (U.S.) as couriers may vary.
For U.S. orders please allow us 2-3 business days (M-F) for order processing and verification, and an additional 5-10 business days for delivery. For international orders: Please allow up to 3-5 weeks for your order to arrive, depending on the destination and customs processing. There may occassionally be delays with your order during the December holiday season, special releases, clearance sales, and other promotions. *Please allow for delays due to the Corona Virus pandemic.
Customers are responsible for inputting their correct shipping address information before submitting orders.
We cannot and will not change or intercept a package to alter the delivery. We will only ship to the address provided at checkout. Please be sure that your account information is current. We do not offer signature confirmation. We are not responsible for any lost, stolen, or damaged shipments.
Customers are responsible for additional shipping costs for any returned orders for corrected addresses.
International Customs & Duty Charges
Orders outside of the US may be subject to local import charges. Customs policies vary widely, with customs or import duties being charged once the order reaches it's destination country. Lost Not Found cannot be held responsible for any additional charges as Customs & Duty charges are controlled by the local government at the destination of import. Before shopping online with Lost Not Found, we ask for you to be aware of any additional importation fees your local customs office may charge before placing your order. We cannot class your international orders as 'gifts' to bypass or reduce any custom fees.