FAQ

When will my order be shipped?

~Orders are packaged and shipped  Monday-Friday. Items typically ship within 1-2 business days.

I just got my order and I would like a different size. How can I do this?

Lost Hearts exchange policy lasts 7 business days after the delivery date (Excluding Holidays). Items must be unworn to exchange sizes. Once the product passes procedures the desired product will be shipped out. Keep in mind due to the limited availability of products we may not have your desired size still in stock. The customer is responsible for return shipping.

My order says delivered, but I have not received anything. What do I Do?

When packages have left our shop and are in the hands of USPS we have no control over the package. USPS sometimes marks packages delivered before the actual delivery of the package, please be patient with them. If it has been over 48 hours contact your local USPS for more information.  Lost Hearts is not responsible for incorrect addresses, stolen, lost or misplaced packages.

I received a different item than the item I ordered. How can this be corrected?

If customers are shipped a different item, the incorrect item must be returned to our HQ and we will send the one you ordered. Please be prepared to send a picture of the incorrect item you received. 

I received an email saying my order is on the way, but the tracking number says my order is in pre--shipment. Can you please help me with this?

As we print order invoices, we also print shipping labels. When a customer order is printed, a tracking number will be emailed immediately. The tracking will not update until USPS has your package and has processed it.   

Payments & Safety

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Shipping & Delivery

Domestic shipping can take up to 5 business days.

Foreign shipping could take up to 14 business days.

Due to global supply chain challenges, shipping times could be longer than usual.

Shipping rates can vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.

Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping..

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

Warranty & Repair

All our products are subject to quality control.

Our warranty provides a guarantee against manufacturer defects.

The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.

It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

An extended warranty can be added to your products for an additional cost.

Please get in touch for more information about extended warranties.

The extended warranty could come at a different cost depending on the type of product and extended period.

Please get in touch for more information.

Returns & Refunds

Yes, we offer full and partial refunds.

Please enquire for more information about our Refund policy.

A refund request can be submitted within a month after the purchase is made.

In the case when the product and packaging are unopened and undamaged, you are eligiblefor a full refund.

In the case when the packaging has been opened and the product has been used, you are eligiblefor a partial refund.

In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligiblefor a refund.

Please check our Terms of Service to see if you're eligible for a refund.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

When an order includes free shipping, only the cost of the return shipping is handled by the customer.

Free returns

Returns within 30 days receive a full refund.

Worldwide shipping

Ship anywhere, rates available at checkout.

24/7 support

Call us anytime at 312-619-6921