Returns & Refunds

Lost Stock was created to help garment workers impacted by the COVID-19 epidemic and brands cancelling orders without payment.

Your purchase

By purchasing a Lost Stock box, you have supported a worker and their family in Bangladesh for a week, as well as supporting factories who have seen their orders cancelled. From them and also from us - Thank You!

When you receive your parcel, if there are any of the items you don’t want to keep, you can maximise the impact of your purchase by opting to help further and swap items with others, donate them to other good causes or upcycle them to ensure all products are used. You'll find more details in the parcel with your delivery, as well as on our Impact page.

The swap pages set up by the Lost Stock community have proven to be particularly popular with products being swapped for others often within a couple of hours. Our partners at Swopped and Nu wardrobe have also agreed free memberships or discounted rates for Lost Stock shoppers to trial their amazing services.

If you prefer to donate, we’ve arranged for free postage with The British Heart Foundation that can also be accessed on our Impact page. Whilst by law we have to offer returns in the UK we hope you will consider these options and continue to help people with your Lost Stock purchase instead of reducing the impact we are able to have by returning your order.

As outlined during your purchase we cannot guarantee preferences, outside of size as guided by our size charts, due to only being able to buy from cancelled lines.

As an initiative set up by a small team in response to the conditions of garment workers caused by COVID-19 just a couple of months ago, it may take us longer to respond or process requests than a normal retail business. Please do keep this in mind when getting in touch with our team. Again, we thank you for all your support - you did something amazing at a truly horrible time.

 

UK Returns

Returns cost us money due to the costs of reprocessing your goods and the transaction fees on every order. So, again please do consider one of the other options laid out on our Impact page.

If you do want to return your parcel, please note that our returns policy lasts 14 days. If more than 14 days have gone by since your purchase has arrived, we are unable to offer you a refund or exchange.

To be eligible for a return, your items must be unused and in the same condition they were when you received them.

Your items must be in the original packaging and all items must be returned together as a complete box. Separate returns of individual products within the box cannot be accepted due to the way in which our boxes are created and sold.

You must include the original dispatch note or your order reference number with any return. If you don’t have your order reference number, you can ask our customer support team (contact support@loststock.com or use the Help button).

We cannot take responsibility for orders where this is not included, as we will not be able to track the order and issue a refund.

For the UK we offer the following two options for returns:

When making a return you can continue to support SAJIDA Foundation and garment workers by accepting a partial refund. We will refund part of your order but will leave the donation element with SAJIDA Foundation so that a worker and their family still benefits from your purchase.

Or

We can offer you a refund for the cost of the Lost Stock box and shipping. You will be responsible for the cost of returning the goods to us and we recommend using a tracked service for this.

 

We will notify you if your refund has been approved or rejected, based on following the process outlined by our Customer Service team.

If the refund is approved, it will be processed and returned to your original method of payment within 14 days of us receiving the item back.

If the refund is not approved, you will be responsible for the cost of shipping your items back to you.

To undertake either of these options you need to email our support team on support@loststock.com with your order number and full name.

You are also welcome to send us a cancellation form with details of why you wanted to return alongside following our returns instructions.

 

International Returns

Again, we need to stress that all returns reduce the impact we are able to generate for garment workers. Please consider other options if possible before returning.

We are not a usual retail business with margins that can accommodate this. Instead we’ve decided to give more money directly to workers in need. On top of this, all returns cost money to reprocess.

With this in mind and due to the added complexity of it, we do not offer returns or refunds in the US, Australia or New Zealand - unless the goods are faulty. In the case of faulty goods, we will arrange an exchange.

In EU countries outside of the UK, by law we have to offer a return, but you will be responsible for returning your order to the UK, using a tracked shipping service.

VAT of 21% is paid on your behalf on entry to the EU. Lost Stock can't claim this back if you return your items. This means we will provide your refund minus the VAT, but you can claim this back yourself through the relevant tax authorities.

We would also suggest leaving the donation in place with SAJIDA Foundation.

For more information please contact support@loststock.com

 

Faulty or damaged goods

We are very sorry if you have received a faulty or damaged item.

In these rare circumstances we will of course offer an exchange for the items if they are deemed to be faulty, or if the wrong size (label indicates incorrect size) has been received. Please note that due to the model we operate the item may not be identical - we will however choose a product of comparable value.

For more information, please contact support@loststock.com

Late or missing refunds

It may take up to 10 days for your refund to be available in your account. If you haven’t received your refund after getting an email confirmation that it has been processed, please check your bank account again.

The next step is to contact your bank, as there is often some processing time before a refund is posted, even if it has been processed by us.

If you have done all this and you still have not received your refund, please contact support@loststock.com

 

Gift cards

If you want to buy a gift card for someone else, you can do so here. 

Purchasing a gift card supports SAJIDA Foundation and helps workers and their families in the same way that buying a Lost Stock box does.

You can order a gift card to share with friends, family or someone else you would like to give a Lost Stock box to, without having to choose the preferences for your recipient.

When you buy a gift card, your recipient will receive it by email. Please make sure you input the recipient’s email address correctly. The person receiving the gift card must make an order for a Lost Stock box within 6 months of receiving the gift card by email. This is because we organise the parcels in batches when buying stock.

The refund policy for gift cards is the same as for Lost Stock boxes. Any refunds that are eligible will be applied to the original cardholder once the item has been received back to us using our two options as listed above.

 

Trading Address and Complaints

Our trading address is: 5th Floor, Lauriston Street, Edinburgh, EH3 9DQ - this is not the returns address, and any returns sent to this address will be rejected. Our Customer Service team will provide you with the correct address for any return.

If you want to make a complaint please email support@loststock.com.