Returns & Exchanges
DAMAGED OR FAULTY ITEMS
In the unlikely event your item arrives damaged or faulty, we’ll be happy to offer a full refund or exchange within 30 days of delivery. We simply require photographic evidence of the damaged/faulty item and your order number.
Important:
To report a damaged or faulty item please email support@lostloom.com
Please ensure items are unused and unwashed, as we recommend inspecting your order before laundering.
We may request that the item is returned for inspection. Pre-paid postage will be provided.
Once the images of the damaged/faulty item have been inspected by our customer care team, a replacement will be sent or refund issued.
CHANGED YOUR MIND?
We understand that sometimes things don’t work out.
If you’d like to return your order for any reason, you can do so within 30 days, provided the item is unused, unwashed and in its original packaging.
Unfortunately, we’re unable to cover the cost of returning unwanted items, so return postage will need to be arranged and paid for by the customer. We recommend obtaining proof of postage, as returned items remain the customer’s responsibility until they have been safely received by our team.
Once the item is received and inspected by our care team, you’ll be notified and your refund or exchange will be processed to your original payment method within 5 business days.
If you cancel your order before it has been dispatched, we will process your refund promptly.
HOW TO REQUEST A RETURN
To submit a return request, follow these steps:
Access Your Account:
- Click the profile icon in the top right corner of our website.
- Log in to your account
- Enter your email address in the "Email" field and click "Continue".
- Check your email inbox for a message from our store and copy the six-digit verification code provided.
- Return to our website and enter the verification code.
Request a Return:
- Click "Request return" for the order you wish to return.
- If your order includes multiple items, select the items you would like to return.
- Choose a return reason and add any relevant notes for our team.
- Click "Request return" to submit your request.
WHAT HAPPENS NEXT?
You will receive an email with detailed return instructions.
Once we receive and inspect the returned product, we will process your refund.
For further assistance, please contact our customer support team at support@lostloom.com
ADDTIONAL RETURN INFO
Colour Variations: We do not provide return labels for items returned due to colour differences. Device settings and lighting can affect how colours appear, though we make every effort to display them accurately. Returns for this reason fall under our changed-your-mind policy, with postage at the customer’s expense.
Standard statutory rights for returns, as governed by the Consumer Rights Act of 2015, remain applicable.
