Refund policy

Returns
You can return/cancel your purchase within 14 days from receiving your order. The product(s) must be in the same condition as received. Opened or used products cannot be returned.

To return your product, you should mail your product to: Nørre Farimagsgade 52, 2 th, 1364 Copenhagen, DENMARK.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Upon receiving the returned product(s), we will process the refund within 14 days. Refunds will be issued using the original payment method.

Products Excluded from the Right of Withdrawal
The following products are excluded from the right of withdrawal:
- Products made to the customer’s specifications or with a clear personal imprint (custom-made saunas).
- Sealed products which, for health or hygiene reasons, cannot be returned once the seal has been broken (e.g., chemical or personal care products).
- Products that have been used, such as hot tubs or saunas.

When ordering a custom-made product or service, once the buyer consents to the production or performance beginning, the right of withdrawal, refund, and return is waived. Information about this will be present on the concerned products/services to be further studied.

The product cannot be returned or exchanged, as it is custom-made specifically for the buyer’s order. The seller disclaims any responsibility for modifications or adjustments after production has begun.

Faulty and/or Incorrect Skincare products
If you receive a defective or incorrect product, contact customer service immediately
at support@lostfolks.com. If the defect is visible at delivery, refuse to accept the package.

You may choose one of the following solutions:

  • Return the product for a refund

  • Return the product for a replacement (subject to availability)

  • Keep the product and request a partial refund

We cover the return costs for faulty or incorrect products.