Refund and Returns Policy

At the Official Lost Mary Store, customer satisfaction is our top priority. We want you to be fully satisfied with your purchase. If you are not completely happy with your order, we offer a 10-day return window with straightforward guidelines to ensure a smooth process.

Return Window

You may return eligible items within 10 days of receiving your order. Please ensure the product meets the conditions outlined below.

Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • Product Condition:

    • The product must be unused and in its original condition.
    • It must be unopened and in the original packaging.

  • Proof of Purchase:

    • A valid order number or proof of purchase (receipt or email confirmation) is required.

  • Timeframe:

    • The return request must be initiated within 10 days of receiving the order.

Non-Returnable Items

We cannot accept returns for the following items:

  • Products that have been opened, tampered with, or partially used
  • Items returned after the 10-day return window
  • Products not purchased directly from our official website
  • Gift cards or promotional items

How to Initiate a Return

  1. Contact Us:

    • Email us at sales@lostmary.us.com with the subject line: “Return Request – Order #XXXXX.”
    • Include your order number, the item(s) you wish to return, and the reason for your return.

  2. Approval and Return Instructions:

    • Once approved, we will provide detailed return instructions, including the shipping address.
    • Returns must be shipped to our warehouse in Downtown Los Angeles, CA, USA.

  3. Ship the Product:

    • Pack the item securely in its original packaging.
    • You are responsible for return shipping costs unless the product is defective or an incorrect item was sent.

  4. Confirmation and Refund:

    • Once we receive and inspect the returned item, we will notify you of the status.
    • Approved refunds will be processed to your original payment method.

Refund Process

  • Approved refunds will be issued within 5-7 business days after receiving and inspecting the returned product.
  • Refunds will be credited back to the original payment method used at checkout.
  • Shipping fees are non-refundable unless the return is due to our error.

Exchanges

We only replace items if they are defective or damaged upon arrival.

Damaged or Incorrect Items

If you receive a damaged or incorrect product, we sincerely apologize for the inconvenience.

  • Contact us within 48 hours of receiving your order.
  • Provide photos of the product and packaging for a faster resolution.
  • We will offer a replacement or refund at no additional cost to you.

Late or Missing Refunds

If you haven’t received your refund within 7 business days:

  1. Check your bank account or credit card statement.
  2. Contact your bank or credit card company, as processing times may vary.
  3. If the issue persists, email us at sales@lostmary.us.com, and we’ll assist you promptly.

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., defective or incorrect product).
  • We recommend using a trackable shipping service and purchasing shipping insurance to ensure your return reaches us safely.

Contact Us

For any questions or concerns about our Refund and Returns Policy, please reach out:

📧 Email: sales@lostmary.us.com
🏢 Warehouse Location: Downtown Los Angeles, CA, USA (exact address provided upon appointment approval; no direct walk-ins).

The Official Lost Mary Store is dedicated to providing a seamless shopping experience. If something isn’t right, we’ll do our best to make it right.