Frequently Asked Questions about Lost Stock
About Lost Stock
What is Lost Stock?
Lost Stock, powered by Mallzee, is a collection of clothes selected for you, containing clothes that major retailers have cancelled because of COVID-19. We buy these clothes from the manufacturers directly, and put together your Lost Stock box guided by your style preferences (or you can ask to be surprised!) and what cancelled stock is currently available.
The concept was developed to support garment workers in underdeveloped countries who are facing job losses and starvation, as major retailers continue to cancel stock orders.
Over a million workers are already estimated to have lost their jobs due to these unprecedented cancellations. Without action, there is going to be a humanitarian crisis with many people losing all their income and whole families starving.
Who is behind Lost Stock?
Lost Stock is brought to you from the team at Mallzee. We’re a friendly start-up based in beautiful Edinburgh, Scotland.
Our free shopping app has over 180 high street brands and popular retailers. During lockdown we realised the situation in Bangladesh with stock being cancelled was on track to cause a humanitarian crisis.
We knew we needed to do something, so we came up with the idea of Lost Stock.
Who is SAJIDA Foundation?
SAJIDA Foundation was founded in 1987 as a small school, and has since grown to an organisation of over 3,500 people. Their mission is health, happiness and dignity for all. SAJIDA Foundation works across Bangladesh, helping workers, families and communities who need support. The team serves rural and urban communities through multiple initiatives, from sanitation and malaria elimination, boosting agricultural productivity and working to empower women. We are partnering with SAJIDA Foundation to help distribute food and hygiene packs to families across 26 districts in Bangladesh.
Each Lost Stock box buys a parcel with essential supplies which supports a family of four for one week. Our support allows SAJIDA Foundation to continue doing their important work, distributing care packages and providing key necessities for people who have been badly impacted by the effects of COVID-19 in Bangladesh.
Where do you deliver to?
We currently deliver Lost Stock to the UK, US, Ireland, Germany, France, Spain, Australia and New Zealand. Shipping for your delivery destination is calculated at checkout. See more about shipping costs here. We are looking into shipping to more countries - follow our social channels to stay updated, and let us know what countries you are interested in here.
Where are the clothes from?
Lost Stock clothes come from factories where stock that was produced for major brands and retailers has been cancelled without payment to the factories. The majority of clothes will come from Bangladesh, but we are also working with other countries that have seen stock cancellations as a result of COVID-19.
The clothes won’t have brand tags. They will have been destined for a number of different well-known brands and retailers. We cannot share exactly which brands your items are from, and there will be no labelling to identify the original brand. Here is some news coverage about stock cancellations from ITV and The Guardian.
If you are a factory owner with stock that has been cancelled, please get in touch with your line lists.
Choosing your Lost Stock preferences
What should I expect to find in my Lost Stock delivery?
Each Lost Stock order contains at least 3 items. These will mainly be t-shirts, blouses, shirts or other tops, suitable for your gender, size and in line with your general style preference. There may even be a jacket or a floaty dress.
Each Lost Stock order will be personalised to you. Using a combination of our algorithm and what stock is available from the factories, we try to match your preferences and find items that you think you'll like. We don’t guarantee that every piece will be something you would have chosen yourself, but we hope that you like the options we pick for you based on what you choose at checkout. You can also choose Surprise me! which is a great way to get something that may become a new favourite!
You'll get a mix of clothes, with some practical basics and one or two more premium pieces. Almost all the items are light and versatile, and easy for layering so they will work across seasons.
We've mainly focused on tops in the first round, because there have been a lot of stock cancellations in this area. We are hoping to expand to other products if there is enough demand - let us know what you are interested in here.
The products will all be of the kind of quality you'd expect from a high street retailer. You can find out more about what you will receive here: What's in your Lost Stock box?
How do I choose my size?
You can find our size guide here. There is also a size chart picture on the product page - look for the green image. The Lost Stock products will mainly be tops (t-shirts, shirts, blouses etc), and there may even be a jacket or a loose-fitting dress in some boxes. Make sure you choose the best size for your top half.
Because clothes come from a selection of factories and brands, the size brackets have somewhat wider ranges than usual. We know it can be tricky to choose a size if you’re at one end of a size bracket. Many Lost Stock customers tend to choose a size up when they make their order, to allow for a roomier, airier fit that can be easier to style.
We’re not usually able to change your size after you’ve ordered, so please select carefully.
Why do you want to know my age when I order?
When selecting what goes into your Lost Stock order, we try to pick items that suit your general preferences. Age is just a number, but a lot of clothes either fall into a younger clothing identity, or tend to be preferred by somewhat older people. When choosing your age, think about whether your style profile usually more or less matches your age, or if you prefer younger or a more mature style. This isn’t an exact science, it just gives us some indication of your style to help us choose clothes we think might be better suited for you - we won’t check your real age, so feel free to choose exactly how young (or old) you feel!
What is the difference between neutrals, darks and brights?
The colour schemes selected as part of your preferences will be a guide to what goes in your box. Your Lost Stock box is made up of available stock, and colour is one of the factors that goes into the algorithm when we put together your parcel. Think about what you usually wear (or what you’d like to wear!) and choose accordingly.
Neutrals and darks may include whites, greys, darks and beiges, and you might also find light pastel colours or similar. You might also get black, navy, dark blues, dark greens or similar. Brights are more colourful, bringing in the stronger colour palette and more vibrant hues.
As for patterned or plain options, we try to select choices we think you’ll enjoy on most of the items. If you choose plain it's more likely that you'll get clothes without patterns, for instance in block colours or monochrome. If you choose a pattern style, we'll look to select clothes with a pattern element - this could be a floral print, with spots or stripes, with a slogan or graphic as part of the design.
Can I buy from Lost Stock for someone else?
We send out the gift cards by email directly to you when you buy one. You just need to forward it onto the lucky person you want to give a Lost Stock box. They will then choose all their own preferences and put in their delivery address. The gift card recipient also puts in their email, so they’ll receive tracking information when we dispatch their parcel.
The gift voucher will contain instructions to redeem at checkout. Bear in mind it can take up to 24 hours for the gift card to come through to you. If you haven't received your gift card within 24 hours, then please get in touch, and we'd be happy to help.
The person redeeming the gift card must do so within 6 months so we can fulfil the order. And don't worry - our gift cards have no additional processing fees.
Gift cards are currently available for delivery in the UK only, but we are hoping to expand our gift card options to more countries shortly.
I'm interested in other types of products
We currently focus mainly on tops, including T-shirts, shirts, blouses and other tops, but we are hoping to extend our offering in the future. If you are interested in other types of products, please let us know what you are most keen on here.
What to expect from your Lost Stock order
I haven't received my confirmation email
You should receive a confirmation email from the Lost Stock team shortly after you place your order. If you can't find it, make sure you look in your spam folders! An early technical issue on our order confirmation platform caused some delays in delivery of confirmation emails, but this should now all be resolved. If you have questions about your order, feel free to get in touch using the Help button on the bottom right hand side of the loststock.com website - if you have your order number, please include it to make it easier and faster to help you.
What should I expect from my delivery?
You’ll receive a guaranteed 3 items. In most cases all products will be tops and t-shirts as bottoms can be harder to get the fit right. The products will all be of the kind of quality you'd expect from a high street retailer. Find out more: What's in your Lost Stock box?
When will my delivery arrive?
Current delivery times are about 6-8 weeks from when you place your Lost Stock order. Lost Stock orders take a little longer, because this is a unique project that you are supporting. We’ll be compiling deliveries in the next few weeks, and it'll take a few more weeks to arrive on your doorstep after that. You will get shipping updates and tracking information as soon as your parcel is on its way, a few weeks after you order.
The reason it takes longer than your usual online shopping is because we are putting together packages personally for you, while starting a new operation working with factories who have been hard hit by Coronavirus. A lot of our partners have had to change their processes, and to ensure safe and proper working environments and responding to new challenges, the order time is longer than you would expect from usual online shopping. Find out more in this blog post.
Follow our social channels to stay updated!
Have delivery estimates changed?
When we launched Lost Stock, we were estimating 4-6 weeks delivery times for the first orders. As factories we are working with have had to take safety measures to protect workers from COVID-19 spreading further in areas already hit hard by the pandemic, we have adjusted our estimates to 6-8 weeks from the date you placed your order. Our teams are working very hard in collaboration with the factories to ensure fast and efficient shipping so you get your Lost Stock clothes as quickly as possible, while making sure it is safe for everyone involved in the process. Find out more in this blog post about delivery times.
How will my items be delivered?
Your items will be delivered by Royal Mail in the UK. Delivery times are currently 6-8 weeks from when you place your order. As soon as your parcel is on its way, you will get tracking information, and you can track your item with Royal Mail. Details for other countries to follow shortly. More information about tracking can be found here.
If you have ordered from Lost Stock in the US, your delivery should also make its way to you in about 6-8 weeks. We’ll send you updates about your delivery as soon as we have further details.
What do the shipping costs cover?
Shipping is calculated at checkout for your delivery address. Shipping is per Lost Stock box, not per order. We are working on reducing shipping costs, but air freight charges are extra high at the moment as there are no commercial flights flying. We are partnering with Royal Mail in the UK, using the Royal Mail 48 tracked option, so you will be able to follow your parcel as soon as it is updated in the Royal Mail tracking system, usually a few days before you receive your delivery.
I've ordered more than one Lost Stock box - will they arrive together?
In most cases, you will receive more than one delivery. Multiple Lost Stock parcels are likely to arrive at different times, as each Lost Stock order is packed individually. In the majority of cases, this means your deliveries will arrive separately. Delivery costs are per Lost Stock box, not per delivery.
If you order multiple Lost Stock boxes you will have to pay a delivery fee for each one. This is because the way we pack up and ship the items to you, and the way we have broken down costs to allow as much as possible go to our NGO partner to help workers and their families in Bangladesh.
We're working with our delivery and logistics partner Royal Mail to make sure deliveries are as effective and sustainable as possible, and we're constantly looking at our processes to find out where we can improve.
Can I return my items?
Now is the time to break our returns habit and consider the environment and sustainability of our purchases.
We are hoping that you will be happy with the clothes in your Lost Stock delivery. If you don’t love all the items, please consider alternative ways to continue the positive impact of your purchase, including swapping, sharing and donating.
We are keen to encourage sustainable choices, and we are working on a few different initiatives, including a sharing platform, partnering with organisations to work on charitable donations of your Lost Stock items, and exploring other ideas to encourage sustainability and a circular economy. We will share more information about this on our website and social channels shortly.
We hope you will use these to make the positive impact of your Lost Box go further and not opt to return, as it significantly reduces how much we can help workers in Bangladesh. If you still want to return, please read our return policy here.
Changing or cancelling orders
Once your order has been placed we cannot guarantee that we can change your delivery address or preferences, or cancel your order. If there is a specific problem with your order, please click here and we'll do the best we can to help.
Creating a Lost Stock account
You can create an account with Lost Stock by clicking on the little person icon in the top right / menu, or going to loststock.com/account where you can create your account.
Use your name and email and create a secure password to view any orders you have placed. For orders that are not yet picked up by our delivery system, it is also possible to edit your delivery address, in case you move house or need to get it delivered somewhere else. If you need to change your delivery details, please click here or email email@example.com to get in touch with our Customer Support team to make sure this is possible, and that your parcel isn't already on the way.
How do I get in touch to find out more?
You can email firstname.lastname@example.org, use the Help button in the bottom right on our website, or just click here and we’ll be happy to answer any questions you might have. If you have an order number, let us know what it is when you get in touch, so we can help you faster and better!
How can I give you feedback?
You can fill in this feedback form to let us know any comments or feedback about Lost Stock. We are always trying to improve, so we welcome all feedback that helps us get better!
Lost Stock for Kids
What sizes are available for kidswear?
Kidswear options come in age ranges from 4-14 years. You can see the size guide for kids here, so you can choose the best option for your child.
Why can’t I shop for babywear on Lost Stock?
We currently offer kidswear for children aged 4-14. There have been fewer cancellations of babywear from major retailers, and there is a different buying process for baby clothes which means the logistics of offering babywear as part of Lost Stock is not currently possible. If you’re keen on baby options, let us know here and we will keep reviewing what product ranges we are able to offer.
What will I get if I order from Lost Stock for Kids?
When you order from Lost Stock for Kids you’ll get at least 5 great items for children, all for just £35. They’ll be a mix of different types of clothes - from t-shirts and tops, trousers to dresses and even outerwear in some cases. All the clothes will have been hand-selected by our buying team, and matched to your preferences as much as possible, so that you’ll get something you and your kids will love.
What do the colour options for kids mean?
You can choose bright & colourful or neutral, pastel and darks for our Lost Stock for Kids boxes. The bright and colourful clothes will be just that - brighter options which may be a range of vivid colours, from reds and blues to yellows, greens and pinks (to mention just a few options). If you select the neutral, pastel and dark option, you’ll find more muted colours in your delivery; white, greys and blacks, often paired with lighter hues and beiges.
What will I get if I choose ‘Surprise me’?
It’s a surprise! If you choose ‘Surprise me’ (and we whole-heartedly recommend that option!) you will get a mix of clothes and colours. They might be bright and colourful as including lovely neutral, dark and pastel options. If you are a fan of colours as well as neutrals, the surprise box will be an excellent choice, as you may get a bit of both.
What about boys’ vs girls’ options?
A lot of the clothes from Lost Stock will be suitable for both boys and girls. Girls’ parcels may have dresses, which you won’t find in the boys’ selection. Some colour options may be traditionally more suited for boys or for girls, but you’re very unlikely to get a box full of for instance just blue or just pink items.
What should I do if my kid wears a different size bottom and top?
For logistical reasons, we are unable to mix sizes in one parcel. If your child wears a larger size for tops or for bottoms, we generally recommend that you choose the bigger size, so that when your delivery arrives in 6-8 weeks they can wear some things straight away, while they can grow into anything that doesn’t yet fit. That’s better than anything arriving already too small!
Other ways to get involved
Work with us - for factory owners, manufacturers and others
If you are a factory owner and want us to buy your cancelled stock, please email email@example.com with your line lists. To find out more, see our page about working with Lost Stock.