FAQs

Help Categories:


  • Placing Orders
  • Payment
  • Afterpay
  • Promotions
  • Delivery
  • Returns & Exchanges
  • E- Vouchers
  • General Information



      • Prices and payments are in USD
      • $14.99 USD flat international shipping cost
      • International orders do not include taxes and duties and you may be liable to pay these upon delivery.


  • Placing orders
  • WHAT COUNTRIES ARE YOU SHIPPING TO?

    Aland Islands · Argentina · Australia · Austria · Belgium · Brazil · Bulgaria · Canada · Chile · Croatia · Cyprus · Czech Republic · Denmark · Estonia · Finland · France · Germany · Greece · Guernsey · Hong Kong · Hungary · Indonesia · Ireland · Italy · Japan · Jersey · Korea, Republic of · Latvia · Lithuania · Luxembourg · Malaysia · Malta · Mexico · Netherlands · New Zealand · Norway · Poland · Portugal · Romania · Singapore · Slovakia · Slovenia · South Africa · Spain · Sweden · Switzerland · Taiwan · Thailand · United Arab Emirates · United Kingdom · United States

    DO I NEED AN ACCOUNT TO PLACE AN ORDER?

    No, but we recommend that you should create an account, so you get the latest update on new products and deals.


    HOW DO I KNOW THAT MY ORDER WENT THROUGH?

    When you place an order at Lostandfoundjewellery.com an order summary will be sent to your email address instantly detailing your order.


    When your order is confirmed and ready to be shipped out, we send you an order confirmation to the same email address with an unique tracking number. The order confirmation is also your receipt so please keep the email for future reference.


    I HAVEN’T RECEIVED MY ORDER CONFIRMATION EMAIL?

    If you have trouble finding emails from us, please check your spam folder. Don’t hesitate in contacting shop@noirdes.co 

     

    CAN I CANCEL MY ORDER?

    After placing an order with us, we are generally unable to make any changes to your order, however you can contact us (shop@noirdes.co) and our team will endeavour to cancel your order wherever possible.  

     

    CAN I EDIT MY ORDER?

    Provided the order has not been shipped then yes, we can generally make changes to the billing address, delivery address and contact number on your order. Unfortunately, we are unable to edit the item, size, colour or quality of an item or items on your order.


    WHY HAVE I RECEIVED AN EMAIL SAYING THAT MY ORDER HAS BEEN CANCELLED?

    Unfortunately from time to time we may sell out of a product or the availability can be limited. At Lost and Found we will do our best to track down all items on an order, however on occasion we may be unable to do this. We will contact you via email and reverse the payment to the account used to place the order.


    I HAVE RECEIVED MY ORDER BUT AN ITEM IS MISSING WHAT DO I DO?

    Sometimes we might need to source items on your order from different locations to make sure we can track down everything for you. This means that sometimes we don't need everything you've ordered at the same time.


    If your order has been sent separately, you will receive multiple tracking emails and will be able to track each item online via the courier’s website.


    I HAVE RECEIVED MY ORDER BUT AN ITEM IS INCORRECT, WHAT DO I DO?

    While we make every effort to ensure that each item on our website is labeled just right and we ship it to you correctly, every now and then we get it wrong. If you have received an item differently to the one you ordered, please contact us (link) and we will be more than happy to resolve this for you.


    CAN I CREATE MY DREAM DESIGN?

    Please contact our custom care team if we are able to change the metal colour, stone colour or other details of the designs.


                                                                                                                                                     

  • Payment
  • WHAT METHODS OF PAYMENT DO YOU ACCEPT?

    In our Online store we accept VISA, Mastercard and American Express as well as Paypal (and Afterpay.)

    Lost & Found e- Gift Cards (?)/ Gift Cards


    WHY ISN’T MY PAYMENT ACCEPTED?


  • Afterpay (au/nz)  /QUADPAY (usa only) ( NOT SURE IF WE ARE ADDING IT)


  • Promotions

  • Delivery
  • HOW LONG WILL IT TAKE TO RECEIVE A PURCHASE?

    Each Lost & Found piece is handcrafted to order and can require up to X full business days to produce.

    Please note: Lost & Found is not liable for any late deliveries caused by third- party courier companies. We kindly ask our customers to provide correct information as Lost & Found cannot be held liable for incorrect deliveries due to input errors.


    AVAILABLE NOW STYLES

    A small edit of Lost & Found styles are ready- made and available for same-day dispatch.

    The same-day dispatch service is not extended to purchases including Made-to-Order items, or bespoke and customised- these are dispatched as per our standard production and dispatch timelines.


  • Returns & Exchanges
  • If an item arrives damaged, please contact us within 14 days from confirmation of dispatch. Lost & Found will do everything we can to assist you.

    Please note we do not accept returns/refunds when:

    • Items are not returned in their original condition i.e. have been worn, damaged or are sent without original packaging.
    • Items are returned outside the specified return timeframe
    • An order includes earrings due to hygienic reasons
    • An order includes bespoke or customised items
    • The item is seized by customs or any other government agency.
    • The lost or damage is the result of an event beyond our reasonable control.
    • The item was authorized to be sent without tracking.

          

  • Faulty items & Repairs
  • Lost & Found jewellery is of the highest quality however, from time to time, there may be the need to repair or restore pieces.


    If your piece is broken, faulty or require refurbishment, please contact our Customer Care team for a case number, after which we will have your piece sent to our studio for an assessment and then returned to you (within x business days).


    I LOST MY EARRING BACK, CAN YOU REPLACE IT?

    Unfortunately we do not replace them free of charge, however you can purchase new earring backs here.


  • General Enquiries

  • DO YOU DO GIFT WRAP OR GIFT MESSAGES

    We do not at this time, but maybe in the near future!


    Yes, we love gift wrapping and making sure your gift is wrapped beautifully with our Lost & Found wrap. If you would like to include a personal message please add this at the checkout, or alternatively contact us via email or phone.



    HOW DO I KNOW WHAT RING SIZE I AM?

    • Wrap a piece of string or a strip of paper around the base of your finger (No wider than ¾” & non-stretchy material).
    • Mark the point where the two ends meet.
    • Measure the string or paper against a ruler.
    • Compare the length to the chart below.