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General FAQs

How do I contact Customer Services
You can contact customer services by email help@lostuniverse.com, phone 03301755562 or Chat on our website. Our customer services team are available 24 hours a day 7 days a week.

 

What is your returns policy?

Please Click Here to visit the returns section of our website for detailed information.

 

How do I return my item?

Please Click Here to visit our returns section of the website for our full returns policy.

 

Am I able to reprint the returns form that came with the parcel?

Please contact our customer services team help@lostuniverse.com and they will be able to help you with this.

 

Does the product have to be returned in the original outer shipping packaging? Or can I use my own box to return the item?  

The item needs to be returned in the original product packaging, however if you no longer have the outer shipping box/bag that it arrived in then you can use your own if it is suitable and robust enough to avoid damage in transit.

 

Does the 30-day return period only cover the deadline for when the item needs to be returned by? Or can I request the return on the 30th day and still send it back?

For unwanted returns the item needs to be returned to us within 30 days. Please Click Here for detailed returns information.

 

What would happen if I returned a product in good condition, but it arrives back damaged/broken during transit?

For unwanted items the product is the customers responsibility until it arrives at our warehouse, unfortunately we wouldn’t be able to refund unwanted items that arrive in an unsaleable condition.

 

My item has arrived damaged, what should I do?

If you have been unlucky enough to receive an item in less than perfect condition please take a photo and send to help@lostuniverse.com along with your order number. Please Click Here for detailed returns information.

 

How do I return an item from a third party supplier?

All items from our third party suppliers follow our returns policy please Click Here for all of our returns information. Please note that personalised items are non returnable.

 

Can I cancel my order?

If you need to cancel your order please contact us as soon as possible. Our warehouse process orders in real time and therefore we only have a very small window in which we can cancel an order. In the event we are unable to cancel the order you can return it as per our returns policy please Click Here to visit the returns section of our website for further information.

 

Can I cancel an order of an item that has been dispatched and still receive a refund?  

Unfortunately, once an order has been dispatched, we will not be able to cancel it. You can however return it for a refund. Please Click Here to visit our returns section for further details.

 

Am I able to cancel a pre-order and receive a full refund?  

Yes. Please contact our customer services team on help@lostuniverse.com who will be able to help with this.

 

How do I change my address?

Please contact us as soon as possible after the order has been placed if you need to change the address. Unfortunately, due to the speed at which orders are processed through our warehouse this will not always be possible.

 

How long would I usually have to wait for products that are currently out of stock to arrive?  

For our pre-order items delivery times vary and the stock delivery estimate will be available on the product and basket page. We will also keep you informed of any changes to the quoted delivery timeframe.

If the item is out of stock and no available for pre-order you can contact our customer services team who will be able to see if we are receiving any more stock in. Please also subscribe to our newsletter where you will receive all the latest product information.

 

What delivery services do your offer

Please Click Here for all our delivery options.

 

What should I do if I think my card details have been used without my permission?

Please contact us as soon as you think this may have happened either by phone 03301755562 or email help@lostuniverse.com

Please also contact your payment provider.

 

Can I be removed from your mailing list?

Yes, you can click to unsubscribe on any email received from us or email help@lostuniverse.com

 

Do you offer Klarna as a payment method?

Yes we do. Please Click Here for full details.

 

Do you sell Gift Cards?

Yes. Please Click Here to purchase and gift card. If you need any further information, then please Click Here for our Gift Card FAQ’s

 

Do Lost Universe have a store I can visit?

At the moment we are online only.

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