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Returns

We offer FREE UK returns for up to 30 days after purchase for unwanted (and unused) non personalised items, and we'll even refund any standard delivery costs too. Because we know many of our products are purchased as gifts, from 1st November to 24th December we extend our policy so you can exchange anything up to 25th January in the following year.

Please be careful with the products we send you; if they’re not returned in a sellable condition due to the way they’ve been handled, we might not be able to refund you in full and we HATE doing that.

How do I return my item(s)?

To make a return, just use our FREE returns service with Royal Mail. Just fill in your order details through Royal Mail to create a free label, pop the item in the post and send it back to us. Please obtain a (free!) proof of postage receipt from the post office, which will be helpful in case the parcel goes missing or is damaged on its return to us.

If you make a return within 30 days of delivery, we’ll completely refund you back to the card or account you used to pay for your order. We’ll even refund standard delivery costs (though not premium delivery costs), and if you’ve seen something on our site you’d rather buy instead, we make it easy to organise exchanges.

If you'd like to return something that you've had for over 30 days that is still in unused condition, please contact our customer services team via help@lostuniverse.com.

Please note that we cannot accept returns for unwanted personalised items, which are exempt from distance selling regulations

What happens if an item is damaged or faulty?

Should an item be damaged or faulty, please contact us via help@lostuniverse.com. Our products go through rigorous testing but occasionally a faulty product may slip through our quality control or become damaged in transit. We track all reports of faulty items and use them in quality control checks, and we like to make sure our customers are happy!

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