We want you to be happy with your No Longer Lost order. If you change your mind about your purchase, or there is a problem with your order, please read the information below.
1. Cancelling Your Order
Because No Longer Lost products may be produced specifically after an order is placed through our print-on-demand fulfilment process, orders may enter production shortly after purchase.
If you need to cancel an order, please contact us as soon as possible at contact@nolongerlost.co.uk. We will do our best to stop an order before it enters production, but we cannot guarantee that cancellation will be possible once production or fulfilment has started.
This does not affect your statutory consumer rights.
2. Change-of-Mind Returns
For most products purchased online, UK consumers have a legal right to cancel their order within 14 days of receiving the goods, without having to give a reason.
If you wish to cancel under these rights, please contact us within the applicable cancellation period. You will normally then have a further 14 days to return the goods.
Items must be returned in an appropriate condition. Where legally permitted, you may be responsible for the direct cost of returning an item if you change your mind.
Some products may be exempt from cancellation rights where they have been personalised or made to the customer’s specific requirements. Where an exemption applies, this will be made clear before purchase.
3. Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, defective or is not what you ordered, please contact us at contact@nolongerlost.co.uk as soon as possible.
Please include:
- Your order number
- A description of the problem
- Photographs of the item where appropriate
We will assess the issue and, where appropriate, offer a repair, replacement or refund in accordance with your statutory consumer rights.
You will not be expected to pay the return cost for an item that is faulty, damaged or incorrectly supplied where we are responsible for the issue.
4. Refunds
Where a refund is due, we will process it using the original payment method unless another method has been agreed with you.
For eligible online cancellations, refunds will normally include the standard delivery charge originally paid. Any additional cost you chose to pay for an upgraded delivery service may not be refundable where permitted by law.
Refunds will be made within the time period required by applicable UK consumer law.
5. Items We Cannot Accept for Return
We may be unable to accept a change-of-mind return where an item has been personalised or made specifically to your requirements and the law permits us to exclude cancellation rights.
This does not affect your rights if an item is faulty, damaged, defective or not as described.
6. How to Request a Return
To request a return or cancellation, email:
Please provide your order number and explain whether you are requesting a cancellation, change-of-mind return, or reporting a faulty/damaged/incorrect item.
We will provide any return instructions that apply to your order.
7. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you have under UK consumer protection law.
If there is any conflict between this policy and your statutory rights, your statutory rights will apply.
| Shanell <shanellw141@gmail.com> | Sat 5 Sept, 22:27 (16 hours ago) | ||
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Frequently Asked Questions
Where is my order?
Once your order has been placed, you will receive an order confirmation by email. When your order has been dispatched, you will receive any available tracking information.
Please check your email, including your spam or junk folder, before contacting us.
How long will my order take?
Our products are made to order through our print-on-demand fulfilment process. This means your item may need to be produced before it is dispatched.
Estimated delivery information will be shown at checkout. Delivery times can vary depending on your location and the fulfilment process.
Do you hold stock?
No. No Longer Lost operates using a print-on-demand model. Products are produced after an order is placed, which helps us avoid unnecessary stock and waste.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at contact@nolongerlost.co.uk.
Because orders may enter production shortly after being placed, we cannot guarantee that changes or cancellations will be possible once production has started.
Can I return my order?
For most online purchases, UK customers have a legal right to cancel within 14 days of receiving their goods.
Some personalised or specifically customised products may be excluded where permitted by law.
Please see our Returns & Refunds page for full information.
What if my item arrives damaged or faulty?
Please contact us at contact@nolongerlost.co.uk as soon as possible and include your order number and photographs of the issue where appropriate.
If the item is faulty, damaged or incorrect, we will work with you to resolve the issue in accordance with your statutory consumer rights.
Do you offer exchanges?
If you need a different size or item, please contact us at contact@nolongerlost.co.uk before returning anything.
Depending on the circumstances, an exchange may not always be possible, particularly because our products are made to order.
How should I choose my size?
Please check the size guide provided on the relevant product page before placing your order.
As our products may be produced specifically for your order, we recommend checking measurements carefully before purchasing.
How do I contact No Longer Lost?
You can contact us at:
We’ll aim to respond as soon as possible.
Are No Longer Lost products made ethically?
We aim to work with responsible fulfilment and production partners and to avoid unnecessary stock and waste through our print-on-demand model.
What does No Longer Lost mean?
No Longer Lost represents the journey from feeling lost to finding your way.
Our brand is rooted in faith, identity, purpose and the belief that being lost doesn’t have to be where your story ends.
Find your way.