Purchased Return Coverage?
When Return Coverage is added while placing your order, the return-label cost is covered for the eligible return methods shown in the portal. One coverage purchase applies to the eligible merchandise in that order.
Lost Enterprises
Returns & Exchanges
Start a return or exchange through our online portal. You will be guided through the available options and provided with your return shipping instructions.
30
Day Return Window
Eligible return requests must be submitted within 30 days of the original purchase date.
01
30-Day Window
Submit eligible requests within 30 days of purchase.
02
Returns + Exchanges
Select from the options available for your order.
03
Label or QR Code
Approved shipping instructions are provided electronically.
04
No Restocking Fee
Approved returns are not charged a restocking fee.
01 / COVERAGE
Return Coverage
Optional Return Coverage may be added when placing an order. It covers the cost of eligible return shipping.
No Return Coverage?
You can still submit an eligible return or exchange through the same portal. When coverage was not purchased, you must pay the return-label cost displayed during the return process before the label is issued.
02 / PROCESS
Start a Return or Exchange
Have your order number and the email address used during checkout ready before beginning.
Open the Portal
Visit the LOST return portal to begin your request.
Find Your Order
Enter your order information using the email address connected to the original purchase.
Select Your Items
Choose the item or items being returned and select the applicable reason for each item.
Choose an Outcome
Select from the refund, store-credit or exchange options available for your order.
Get Your Label
Complete the request. If coverage was purchased, your eligible label is included. Without coverage, pay the displayed label cost before downloading the label or QR code.
Send It Back
Package the merchandise securely and send it using the carrier and return method listed in your instructions.
Inspection + Processing
Once received, the merchandise is inspected and processed. The approved refund, credit or exchange is then completed.
03 / CHECKOUT
How to Add Return Coverage
Return Coverage must be selected while placing the original order. The applicable price is displayed before checkout is completed.
Add It Before Completing Your Order
Add your merchandise to the cart. When the checkout options appear, select the black “Add Checkout+ for Free Returns” button to include eligible return-label coverage with your order.
The exact coverage price is displayed inside the grey Checkout+ option and is added to your order total.
To place the order without Return Coverage, select the underlined
“Continue without free returns” option. Without coverage, you can
still make an eligible return, but you will need to pay the
return-label cost through the return portal.
Checkout+
Free returns on your order
04 / EXCHANGES
How Exchanges Work
Select the exchange option and available replacement merchandise directly inside the return portal.
Choose a Replacement
Select an eligible size, color or product from the options displayed in the portal.
Get Your Return Label
If you purchased coverage, your eligible return label is included. If you did not purchase coverage, pay the label cost displayed in the portal before the label is issued.
Return the Original
Use the provided return label or QR code to send the original merchandise back.
Return Is Processed
The returned merchandise is inspected and processed after it arrives.
Replacement Ships
The approved replacement is placed into our normal order fulfillment process.
Inventory Availability
Exchange inventory is not guaranteed. If the requested replacement becomes unavailable, the eligible returned value may be issued as store credit.
05 / LABELS
How Return Labels Work
Start your return through our online portal. If you purchased Return Coverage with your order, an eligible return shipping label or QR code will be provided at no additional label cost. If you did not purchase Return Coverage, you will need to pay for the return label during the return process.
If You Purchased Coverage
Open the return portal and submit your request. Once your eligible return is approved, your shipping label or QR code will be available without an additional return-label charge.
If You Did Not Purchase Coverage
You can still submit an eligible return through the same portal. The return-label price will be displayed during the process, and you must pay that cost before the shipping label is issued.
Receive Your Label
After the request is approved and any required label payment is completed, download the shipping label or QR code from the portal. A copy and return instructions will also be sent by email.
Print the provided label and securely attach it over any previous
shipping labels. When a QR-code option is available, bring the packaged
return and QR code to the carrier listed in your instructions. Keep
your carrier receipt and tracking information until the return is
complete.
06 / POLICY
Return Requirements
Every request, including orders with Return Coverage, remains subject to the following requirements.
Return Window
Requests must be submitted within 30 days of the original purchase date.
Item Condition
- New and unused
- Unworn and unwashed
- Unaltered
- Free of stains, odors, pet hair or damage
- Original tags and packaging included when applicable
Final Sale
Final-sale, clearance or otherwise non-returnable merchandise is not eligible unless it arrived damaged, defective or incorrect.
Original Purchases
The portal is for merchandise purchased directly from lostenterprises.com. Merchandise purchased from another retailer must be returned through that retailer.
Refunds
Approved refunds are issued to the original payment method. Processing and posting times vary by financial institution.
Shipping Charges
Original outbound shipping charges are non-refundable unless the return resulted from damaged, defective or incorrect merchandise.
Gift Cards
Gift cards are not eligible for return, refund or exchange.
Inspection
All returned merchandise is inspected. LOST may deny merchandise that does not meet the requirements described on this page.
07 / FAQ
Return Questions
Is Return Coverage required?
No. Eligible customers can still use the return portal without purchasing coverage. Customers without coverage must pay the return-label cost displayed during the process.
Can I purchase coverage after placing my order?
Return Coverage must be selected while placing the original order. An order without coverage may still be returned when eligible, but the customer must pay the return-label cost.
How do I get my label if I purchased coverage?
Submit your return through the online portal. Once the eligible request is approved, download the included label or QR code from the portal or confirmation email.
How do I get a label without coverage?
Submit the return through the same portal. The label price will be displayed during the process. Complete the required payment to receive the shipping label or QR code.
Do I need a customer account?
No traditional customer-account login is required. Use the order information requested by the portal to locate your purchase.
Who selects the replacement item?
The customer selects the exchange option and available replacement merchandise through the portal.
When will my exchange ship?
Exchange orders are processed after the returned merchandise has been received, inspected and approved.
What if my requested replacement sells out?
Exchange inventory is not guaranteed. If the selected replacement becomes unavailable, the eligible returned value may be issued as store credit.
What if my item arrived damaged or incorrect?
Begin a request through the portal as soon as possible. Include your order information, a description of the issue and clear photos when requested.
Can I combine items from multiple orders?
Each return request and shipping label is connected to one order. Submit a separate request for each order unless customer service instructs you otherwise.
Ready to Start?
Return or Exchange an Item
Open the LOST return portal, locate your order and follow the instructions provided for your eligible merchandise.
Having trouble accessing the portal? Include your order number when contacting us.