Frequently Asked Questions
Returns
Do you accept returns?
Yes. We are happy to accept returns for FREE on all purchases except for:
- Items marked “Final Sale”
- Bulk purchase orders (defined as five (5) or more items in a single or multiple purchases within a 7-day period)
Do you charge a restocking fee for returned items?
No. We do not charge any sort of return-related fees, including restocking fees.
Do I have to purchase my own return shipping label? What about a shipping box?
No. You do not have to purchase your own return shipping label. Once you initiate the return process as per the instructions on our Returns page, we will provide you with a pre-paid return shipping label. You may use the shipping box your item originally came in, or any unmarked box will do.
How do I return a purchase?
Click here to request a return for a recent purchase. Please use the same email address you originally entered when you purchased your item. You may also visit our Returns page for detailed instructions on how to initiate the return process for any given purchase.
How many days do I have to initiate the return process?
You have 30 days after you receive your order to ship it back to us.
How will I be refunded for my return?
Refunds will be credited to your original payment method for the purchase price along with any applicable taxes.
How soon will I receive my refund?
Please allow us up to 5 business days after we receive your package to process your refund. Keep in mind, your credit card company may take up to 10 additional business days to post a credit to your account.
Can I exchange an item that doesn't fit?
No. Exchanges are not accepted at this time. If you happen to find an alternative product, please follow the step-by-step return instructions on our Returns page and place a new order for the newly desired item.
What do I have to include in my package when I send my item back for a refund?
Please include the unworn shoes in their original manufacturer’s shoebox, along with all relevant tags, in a proper shipping box. Please do not write or add tape on the original manufacturer’s shoe box. Lost In Laces reserves the right to refuse returns in which the returned merchandise is extensively worn and/or damaged.
I removed the tags from the item and/or lost the original manufacturer's box. Can I still return my purchase for a refund?
No. In order to receive a refund, your purchase must be returned in the exact same condition you originally received it. Lost In Laces reserves the right to refuse returns in which the returned merchandise is extensively worn and/or damaged.
Shipping & Handling
How much does shipping and handling cost?
We are proud to provide FREE shipping, tracking, and same-day handling on every single U.S. order. No coupon or minimum purchase amount required to qualify for free shipping.
Where do you ship? Do you ship internationally? What about P.O. Boxes, Puerto Rico and other U.S. Territories, Military APO & FPO addresses?
We ship to all 50 states, Washington, D.C., P.O. Boxes, APO/FPO addresses and U.S. territories (Puerto Rico, Guam, American Samoa, Northern Mariana Islands, and U.S. Virgin Islands). We currently do not offer international shipping.
Which shipping services do you use? Can I request a more expedited shipping service?
All orders being shipped to the contiguous United States and Washington, D.C. are shipped via either UPS or USPS. All orders being shipped elsewhere (Alaska, Hawaii, P.O. Boxes, APO/FPO addresses and U.S. territories) are shipped via USPS. Once on your checkout page, we will offer you a more expedited shipping service for an additional cost.
When will my order be shipped?
Orders are shipped Monday - Friday, excluding federal holidays. All orders received by 12:00PM EST will ship that same day. All orders placed after that time will ship next business day.
How long will it take to receive my order?
If you opt to use our free shipping service, the estimated delivery timeframe is 5-8 business days once shipped. If you choose to pay for a more expedited shipping service at checkout, the estimated delivery timeframe will be 3-4 business days once shipped.
Important to note, these estimated timeframes may be impacted by several factors such as, but not limited to: adverse weather conditions, nationally high shipping volumes during holiday seasons and unexpected delays on behalf of the shipping carrier.
How can I track my order?
Once your order is shipped, you will receive a shipping confirmation email including a tracking number for your package.
The tracking on my order indicates the package was delivered, but I cannot find it. What should I do?
If you have not received your package, and your shipping tracking number shows that it was delivered, we recommend you:
- Verify you originally provided the correct shipping address on the order.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- If applicable, check with your neighbors, family members, and apartment managers.
- Wait 48 hours. It's fairly common for a package delivered by some carriers to be marked delivered 1-2 business days before it actually arrives at its location.
If you are still unable to locate your package, please contact the respective Shipping Carrier directly to file a trace/claim on your behalf.
You may always contact us directly by sending us an email to support@lostinlaces.com. Please be advised, Lost In Laces is not responsible for lost or stolen packages whenever the tracking indicates your order was delivered. Regardless, we are happy to look into the issue and provide guidance.
What if I used a freight forwarder?
Lost In Laces is not accountable for any damages, defects, material differences, or losses that arise to products after handing packages off to a freight forwarder. We insist that you, as the customer, should refuse goods that are damaged and instruct freight forwarders to do the same. Items missing after being received by you or the freight forwarder will be your responsibility.
Payment
What methods of payment do you accept?
We accept Visa, MasterCard, Discover Card, American Express, Diners Club, Shop Pay, PayPal, Venmo, Apple Pay, Google Pay and Meta Pay. Payments are made through our secure checkout process. We do not accept money orders, cashier’s checks, personal or company checks.
How will I know when my payment is received?
You will receive an order confirmation email containing a summary of the successfully completed payment.
Will I have to pay a sales tax with my order?
Lost In Laces follows all state and local laws and regulations on sales tax. The tax rate applied to your order will be the combined state and local rates of the address where your order is delivered to or fulfilled from. For example, if you live in a state that does not impose a sales tax, you may still see the tax calculated on your order if shipped to another state. Moreover, the tax rates applied to your order may also be different for a variety of reasons, such as a shipment to a residential home versus a business address.
What if my credit card was declined?
Please contact your lending institution to resolve this issue.
Other
How do I check the status of my order?
After you submit your purchase, you will receive an order confirmation email containing a link titled “View your order” where you can view the status of your shipment. If you have an account with us, you may always check the status of your order by logging into your lostinlaces.com account.
Can I change or cancel my online order once it has been submited?
No. Once an order has been placed, we are unable to make any changes or cancellations. Please refer to our Returns page if you'd like to return your order.
What is the condition of items marked "Final Sale"?
Final Sale items are brand new, unworn items that are end-of-stock. There are no apparent or visible defects on any of the products we sell, including items marked Final Sale.
Can I place a bulk purchase order? What do you define as a bulk purchase?
Yes. We accept bulk purchase orders. We define bulk purchases as buying five (5) or more items in a single or multiple purchases within a 7-day period. Please be aware: as per our return policy outlined on our Returns page, bulk purchase orders are not eligible for returns.
Can I get a price adjustment?
No. All prices are final. We do not offer price adjustments. Please refer to our Returns page if you are not satisfied with your purchase.
How do I know if an item is in stock?
Everything shown on lostinlaces.com is in stock! If you can place an item in your shopping cart, it is in stock and available for purchase.
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