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Frequently Asked Questions

GENERAL
WHO ARE LOST UNIVERSE & WHAT IS THE MARKETPLACE?

Lost Universe began trading in July 2020, with the aim of becoming the online destination for pop culture merchandise. As part of this ambition, we aim to provide unrivalled choice and value to customers, which will be delivered via our unique, dedicated pop culture marketplace.

WHAT IS THE LOST UNIVERSE MARKETPLACE?

The Lost Universe Marketplace is the first dedicated online pop culture marketplace for TV, movie, gaming, anime and music merchandise. As a retailer, our marketplace provides the opportunity for you to reach thousands of additional shoppers looking to buy products from retailers like you.

WHY SHOULD I SELL ON THE LOST UNIVERSE MARKETPLACE?

The Lost Universe Marketplace creates a fantastic opportunity for independent retail heroes like you to drive sales. We’re here to help you improve your market share and boost customer loyalty by offering an easy and effective way to reach your target market.

The Home of Pop Culture Merch

Lost Universe is rapidly building its reputation among pop culture fans as the unrivalled destination for pop culture merch. Trustworthy, exciting, and with an ever-growing range, consumers are turning to Lost Universe to make their pop culture purchases. Make sure your products are in front of their eyes.

Highly Engaged Audience

With pop culture ever rising, along with the number of visitors to our site, Lost Universe is consistently visited by a large group of fans. Our general site visitors aren’t just casual shoppers, they actively seek out merch. These are joined by our Club members, who are high-spending, dedicated fans. With this highly engaged audience already in place, landing sales requires less overall marketing.

Fully Managed Customer Service & Returns

Selling across our marketplace is hassle-free. We have 24/7 Lost Universe customer support, 365 days a year. Customers can contact us via phone, email on-site chat or social media, and all customer queries go direct to our highly skilled, dedicated team to manage and resolve. Not only does this free your time to focus on selling, but as your business grows, you’ll save money without the need to invest in a large customer service team.

No SKU-level Competition

Unlike other marketplaces, we only allow one of any product to be sold across our marketplace. As a curated marketplace, there’s no buy box competition and no need to plummet your pricing to compete with volume sellers. However, it’s first-come-first-served so you must be quick to join!

Marketing & Promotion

Lost Universe invests heavily in cross-channel digital product marketing to attract new customers. To keep up to date with new releases and launches in the pop culture space, our social team always has its ear to the ground, ensuring our activity is effective and relevant. We advertise our full range across Search, Shopping, Social (Instagram, Facebook, TikTok), Email and Affiliates. Selling on Lost Universe means you’ll have the opportunity for promotion and increased exposure to your core audience, at no additional expense. Lost Universe frequently runs on-site promotional activity too, ensuring our customers are offered best-in-market deals.

Seller Support

A marketplace is nothing without its retailers, that’s why our 24/7 365 support extends to our retailers as well. We also have a dedicated team to manage your set up, onboarding and ongoing support. We’re here to support you every step of the way.

HOW CAN I MAKE ANY SUGGESTIONS ON THE LOST UNIVERSE MARKETPLACE AS A SELLER?

We want to hear from you! All feedback is welcome. Please send through any reviews & comments tomarketplace@lostuniverse.coM

GETTING STARTED
HOW DO I BECOME A LOST UNIVERSE MARKETPLACE SELLER?

First take a look at look through our fully downloadable booklet here and review both the integration methods that can be used to link to the Lost Universe website, depending on which method of integration you want to go forward with we will determine how you create your products on the Lost Universe Marketplace.

Next, Register your interest within our contact form here!
We then will be in contact to set up a call to discuss integration

There are 2 ways that you can integrate with Lost Universe – please see below:

 

Shopify/Syncio Integration
Step 1:
Add the Syncio App to your Store and send us your Unique Source Store Key 

Step 2:
Lost Universe will use this key to link you to our Destination Store

Step 3:
List all of the products you want to list on the Lost Universe website - ensuring that they are formatted to the specification seen here

Step 4:
Lost Universe will pull these products through and start listing on the Lost Universe website - All orders will be fed back through to your Shopify Store and the order status will be replicated on the back end of Shopify. 


Step 5:
Integration complete!


FTP/File Import Integration
Step 1:
Complete the CSV product file with all of the required product information and formatted product images as specified. Our team will check your product data and draft them into the store.


Click here for examples of this documentation. 


Step 2:
Once product information has been received you will be supplied with an ftp account which we will use for the transfer of order files and the stock file - below are the 3 x files that will be transferred between Lost Universe and yourselves.

Open Orders this will be sent to you directly from Lost universe - Download example here

Fulfilment update file -Download example here

Inventory update file -Download example here


Step 4:
Once order & stock feeds have been successfully created and connected, Lost Universe will place a couple of test orders to ensure all is being received correctly. 


Step 5:
Integration complete!

HOW DO I START LISTING MY PRODUCT ON LOST UNIVERSE?

We have 2 ways you can integrate with Lost Universe – by FTP/File Upload or via the Shopify app Syncio


Syncio – We will be able to pull through the products you chose for us to list onto the Lost Universe at the click of a button and start listing in no time at all.


FTP/File – We will require you to send through all the information for the lines you want to sell in the format seen here with all of the products sent over to marketplace@lostuniverse.com in a zipped file or WeTransfer.


If you need further information on what each field required means, please review this document.


Once we have received all the information and all have been approved, our team can get creating the products. You will be supplied with an ftp account which we will use for the transfer of order files and the stock file.

DO YOU HAVE A DOCUMENT EXPLAINING ALL THE INFORMATION YOU REQUIRE FOR THE PRODUCT SPECIFICATION REQUIREMENTS?

Yes, please click here for a document that clearly explains what each field relates to with some examples.

WHAT CAN I SELL?

We're the only dedicated online pop culture marketplace, therefore to stay true to our proposition of selling 'pop culture' merchandise, all products sold should meet this criteria. By its very nature, the pop culture space is constantly evolving meaning this criteria is ever-changing. We can be flexible on what we consider as 'pop culture' and strive to accept as many items as possible. With this is mind, the below list of genre, mediums and categories provides a framework for you to follow as a guide for what we consider 'pop culture'. Please note, any product displaying any trademarks or copyright must be officially licensed, with proof if requested. In selling across Lost Universe you agree to this as outlined in our Terms of Use. 


Genre/Medium:

TV Shows

Movies

Video Games

Comics

Anime/Manga

Music

Internet/Cyber Culture

Categories:

Apparel

Lighting

Gaming Tech, Accessories & Equipment

Gaming chairs, beds & desks

Collectables

Retro gaming consoles

Home & kitchen products

Work & travel products

Cosplay & fancy dress

Bags, wallets & purses

Jewellery & Accessories

Pet products

Board games

Jigsaw puzzles

Comics

Graphic Novels

Books

Garden products

HOW WILL MY PRODUCTS BE CATEGORISED?

Your products will be added to the relevant categories due to the way in which they are set up – please ensure that all your products are set up in the correct naming convention they should follow the rules Brand - Character - Product Type.

We have set up flows within our Shopify store which looks to the product title to ensure that your products are then assigned with the correct tag ensuring that they assigned to the appropriate categories.
 
Examples:


Disney Monsters Inc Mug – This will ensure that the products sit in the Disney Classics, Monsters Inc, Home and Mug categories.


Harry Potter Ron Weasley Pop! Vinyl Figure - This will ensure that the products sit in the Warner Brothers, Harry Potter, Ron Weasley & Pop! Vinyl Categories.

HOW CAN I CONTROL MY INVENTORY?

Syncio:
Your inventory will reflect what is shown on your Shopify store through to Lost Universe – as soon as you make a sale this unit will be deducted from the over all stock level for both stores an vice versa.


FTP/File:
You will be required to send through an automated CSV document (view example here) which will be set up to sync through to the Lost Universe store.

PRODUCTS
HOW CAN I IDENTIFY MARKETPLACE SELLER PARTNER ITEMS ON THE LOST UNIVERSE WEBSITE?

All our Marketplace listing will have a sticker on the product image on both the category pages and the product pages.  In addition to the sticker there is a notice on both the product page & basket page once a customer has added the item to cart to highlight which items are being sent directly from the Seller Partners warehouse.

HOW CAN I MAKE IT EASIER FOR CUSTOMERS TO FIND MY PRODUCTS?

To ensure maximum title searchability in our store, it is important that your product listing has complete and correct title, author/artist/actor and subject information.


Examples.

Harry Potter Dobby Figurine,

Star Wars Darth Vader Mug, Marvel Iron Man Men’s Black T-Shirt

HOW DO I EDIT EXISTING PRODUCTS?

Please ensure you that the information sent through via the Product Specification Requirements file or within Syncio are correct before confirming we start creating the products on Lost Universe, if you need to make any amendment to products these will manually have to be processed by the Lost Universe team and so you will need to send through any requests through to marketplace@lostuniverse.com.

When doing so please ensure your request is 100% clear and include the SKU’s of the products you are wanting to edit.

HOW CAN I RUN THROUGH ANY PRICING UPDATES TO MY PRODUCTS?

All pricing updates need to be manually put through by the Lost Universe team. Please upload any price changes here. These will be sent through to the team and actioned within the next 24 hours.

PROHIBITED ITEMS

Please see our Prohibited Items Policy for information on itemshere which cannot be sold on Lost Universe

CAN OTHER SELLERS LIST AGAINST MY PRODUCTS?

No. Selling across Lost Universe uniquely means there is no product-level (SKU/barcode) competition. There will only ever be your product variant selling across the site.

SHIPPING
WHAT SHIPPING RATE WILL MY CUSTOMERS BE CHARGED?

We ask that all Marketplace Seller Partner items listed on the Lost Universe website include Seller delivery cost in the item price, in essence offering free shipping to customers – please ensure that the shipping is reflected/included in your pricing. 

RETURNS
WHAT HAPPENS IF A CUSTOMER WANTS TO RETURN A PRODUCT?

Lost Universe will handle the returns process with the customer on your behalf. Returned items arrive at our Returns warehouse, where they are processed and customers are refunded.

WHO PAYS FOR THE RETURN SHIPPING?

As per our Returns Policy, Lost Universe will cover the cost of return shipping by providing a free returns label or collection service to the customer. The cost of this service will then be reflected by a deduction in your next Seller pay out, or an invoice for the outstanding amount in the case your pay out doesn't facilitate a deduction.

WHAT HAPPENS TO MY PRODUCTS ONCE RETURNED TO YOUR RETURNS WAREHOUSE AND A REFUND HAS BEEN PROCESSED?

We issue notice to Sellers once per week informing them if they have had any products returned. Upon receiving this notice, you will be required to arrange collection or pay for delivery of your items within one month of the date of notice. Your products will remain at our Returns warehouse during this time, after which they will either be destroyed or transfer of ownership to Lost Universe assumed and they will be sent in to Lost Universe stock.

FEES & PAYMENTS
HOW DO FEES WORK?

Platform Fees
When you make a sale through Lost Universe you will be charged a flat platform fee of 9% of the price you display for each listing plus the amount you charge for delivery.

Listing Fees
There is a listing fee of 0.85p for each item listed on Lost Universe. Listing fees are charged whether or not your item sells.

Payment Processing Fee
Payment processing fees account for fees charged to merchants for processing online payments from customers. When making a sale on Lost Universe, this fee is 3% + 0.30p per transaction

WHAT IS THE PAYOUT PROCESS?

Payouts are processed once per week, on Thursdays. Sellers will be paid for all sales made Monday-Sunday the prior week. You'll receive funds for the total sale, minus any fees.

WHERE WILL MY FUNDS BE SENT?

Payment will be sent to the bank account you provided during onboarding.

SELLER SUPPORT
WHAT SUPPORT IS OFFERED FOR SELLERS?

Lost Universe offers customers support from our Customer Service team 24 hours a day, 7 days a week, 365 days a year. Customers can contact us via phone, email, on-site chat or social media, and all customer queries go direct to our highly skilled, dedicated team to manage and resolve. Not only does this free your time to focus on selling, but as your business grows, you’ll save money without the need to invest in a large customer service team. As a Seller on our website, this support extends to you as well. Any questions you have, feel free to reach out to the team.

WHO DELIVERS MY PRODUCTS WHEN THEY SELL?

It is your responsibility as the Seller to pick, pack and deliver your products (via any courier of choice) to the customer in a timely manner and within the agreed SLA's.

WILL I GET ANY SUPPORT WITH THE INTEGRATION & PRODUCT CREATION?

YES! We initially want to jump on a call to discuss what the best integration method is with you. Once this has been agreed we will walk you through the entire process and ensure that you are set up as quickly as effectively as possible and ensure you have continued support. We will be available via the marketplace@lostuniverse.com email throughout the week.