At Once Was Lost, we take pride in the quality and craftsmanship of our products. To ensure your complete satisfaction, we offer a comprehensive Lifetime Warranty on all our items.

Warranty Coverage
Because plastic is here forever, so are we. If a product is broken, burgled, lost, or accidentally lit on fire, just let us know, and we will replace it free of charge. Simply cover the shipping fee, and you'll be back in business before you can sort the recycling bin!

Warranty Claim Process

1. Original Order Number: To process a warranty claim, you must present the original order number. This helps us verify your purchase and expedite your claim.
2. Color Variations: Due to some of our products being made in small batches, the color of the replacement product may not be exactly the same as your original purchase. Additionally, some colors may have been limited stock or may be out of stock. Therefore, please provide a secondary color choice in your warranty claim to ensure a smooth replacement process.
3. Submission: All warranty claims must be emailed to hello@once-was-lost.com. Please include brief information about the issue, your original order number, and your secondary color choice (currently on website). Please allow 2 business days for a response.
4. Shipping Costs: The shipping cost for the replacement product varies by item and customer location. Once your warranty claim has been processed and approved, we will send you an invoice for the shipping cost. Once paid your item will be shipped out and you'll be back sporting great products once again!

Important Notes

• This warranty does not cover damage caused by misuse or alterations.
• The warranty is valid only for the original purchaser and is non-transferable.
• We reserve the right to determine whether a product qualifies for warranty coverage.

If you have any questions regarding our warranty policy or need further assistance, please do not hesitate to contact our customer service team at hello@once-was-lost.com.

Thank you for choosing Once Was Lost. We are committed to providing you with exceptional products and service.

At Once Was Lost, our commitment to sustainability extends beyond the creation of our products. We strive to ensure that every item we make continues to have a positive impact on the environment, even if it needs to be returned.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Process

1. Initiating a Return: To initiate a return, please email us at hello@once-was-lost.com with your original order number and a brief description of the reason for the return.
2. Sustainability Commitment: We are dedicated to sustainability. Returned items, if broken, will be fixed and restored to like-new condition whenever possible. If an item cannot be repaired, it will be reworked into new products to be reloved by others, ensuring that no material goes to waste.
3. Condition of Returns: We accept returns of items in any condition. Whether your item is broken, worn, or simply not what you expected, we will find a way to give it a second life.
4. Refunds and Exchanges: Upon receiving your return, we will process a refund or exchange based on your preference. Refunds will be issued to the original payment method, and exchanges will be processed with items of equal value. See further refund policies below.

Important Notes

• Returns must be initiated within 30 days of the original purchase date.
• Shipping costs for returns are the responsibility of the customer unless the item arrived damaged or defective.
• We reserve the right to refuse a return if it does not meet our return policy criteria.
• Returns not available for sale items
• Returns will need to be sent to the following address: 5098 A1A S St. Augustine, FL 32080

Once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@once-was-lost.com

Unfortunately, we cannot accept returns or warranty on sale items or gift cards.

 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you have any questions regarding our return policy or need further assistance, please do not hesitate to contact our customer service team at hello@once-was-lost.com.

Thank you for choosing Once Was Lost. Together, we can make a difference for our planet.