Returns at Lost CTRL
Every piece we sell is a one-off, so we want you to love it. If it’s not right, here’s how returns work.
Changed your mind?
You’ve got 14 days from the day your order arrives to let us know you want to return it. Just message us at sales@lostctrl.co.uk with your order number. Once you’ve told us, you’ve then got another 14 days to send it back.
What we need back
Items need to come back in the same condition you got them in. That means unworn, unwashed, with no new marks, and free from smells like perfume, smoke or pets. We’ll check everything when it arrives, the same way Hugo checked it before it went out.
Postage for returns
If you’re returning because you changed your mind, you cover the cost of sending it back. We’d recommend using a tracked service, because we can’t refund anything that gets lost on its way to us.
International returns
We ship worldwide, and we take returns from anywhere too. A few things to know:
- Return postage is on you, unless the item is faulty or not as described.
- Mark your parcel as “Returned Goods” on the customs form, so we don’t get hit with import charges. If we do get charged, we may have to take that amount off your refund.
- Any customs duties or taxes you paid when your order arrived are set by your country, not by us. We can’t refund those, but you may be able to claim them back from your local customs office.
Faulty or not as described?
We describe every item honestly and photograph any wear. But if something arrives with a problem we didn’t mention, or it’s not what you ordered, that’s on us. Message us within [30] days with photos, and we’ll sort out a full refund, including the return postage.
Refunds
Once your return lands and we’ve checked it, we’ll refund you within 14 days to your original payment method. That refund includes the original standard delivery cost. If you chose a faster delivery option, we’ll only refund the standard rate.
Exchanges
Because everything we sell is one of one, we can’t do exchanges. Just return the item for a refund and grab something else.
Questions?
Message us at sales@lostctrl.co.uk and we’ll get back to you ASAP.