Return and Refund Policy
Last updated: 22/05/2026
At Lost Reels, we want every order to arrive correctly and in good condition. Our products are made on demand through external production providers, which means each item is printed specifically for the order placed.
For this reason, except in cases where legally applicable, we do not accept returns, exchanges or refunds due to change of mind, incorrect choice of size, colour or model, or an incorrect shipping address entered by the customer.
We recommend carefully checking the size guide, product description, selected colour and shipping details before completing your purchase.
1.Made-to-order products
Most Lost Reels products are produced individually once the order has been confirmed. This means we do not work with pre-existing stock and that each item generates a production cost from the moment it enters manufacturing.
In accordance with applicable consumer regulations, the right of withdrawal may not apply to products made according to the consumer’s specifications or clearly personalised. This includes, where applicable, products produced to order with a specific combination of design, size, colour or variant selected by the customer.
This limitation does not affect your legal rights in the event of a defective product, manufacturing error, incorrect product or lack of conformity.
2.Defective, damaged or incorrect products
If you receive a defective, damaged, misprinted or incorrect product, please contact us as soon as possible at:
In order for us to review the issue, please include:
order number;
full name used for the purchase;
brief description of the problem;
clear photographs of the product received;
photograph of the packaging if the damage appears to have occurred during shipping.
Once we have reviewed the issue, if we confirm that there has been a manufacturing, printing or order preparation error, or damage attributable to the production or shipping process, we will offer one of the following solutions, depending on the case:
replacement of the product at no additional cost;
reprint of the item;
full or partial refund.
Whenever possible, we recommend reporting this type of issue within 15 days of receiving the order, as this makes it easier to manage the case with our production provider. This operational timeframe does not limit any legal rights the consumer may have regarding warranties or lack of conformity.
3.Size or colour exchanges
We do not accept size, colour or model exchanges when the product received matches the order placed.
Each garment is made on demand, so a size exchange would require producing a new unit from scratch. For this reason, before purchasing, we recommend checking the size guide and comparing the measurements with a garment that already fits you well.
If you have any doubts about a size before placing your order, you can write to us at info@lostreels.store and we will do our best to guide you.
4.Incorrect address or unclaimed package
The customer is responsible for entering a complete and correct shipping address.
If an order cannot be delivered due to an incorrect address, incomplete details, repeated absence of the recipient or failure to collect the package from the location indicated by the shipping company, the package may be returned to the production or logistics centre.
In these cases, we will contact you to assess the available options. If it is possible to reship the order, any additional reshipping costs may be borne by the customer.
We cannot guarantee a refund for orders that are not delivered due to errors in the address provided by the customer or failure to collect the package.
5.Packages lost in transit
If your order does not arrive within the estimated timeframe, please contact us at info@lostreels.store, including your order number.
We will review the tracking information and, if the package is considered lost by the shipping company or by our production provider, we will seek an appropriate solution, which may include reshipping the order or issuing a refund, depending on the case.
In order to properly manage a lost package issue, we recommend reporting it within 15 days of the estimated delivery date.
6.Right of withdrawal
For online purchases, consumer regulations may grant the consumer a right of withdrawal for 14 calendar days from receipt of the product. However, this right may not apply to personalised products or products made according to the customer’s specifications.
Since our products are made on demand for each order, Lost Reels may reject return or refund requests based solely on change of mind, incorrectly chosen size, colour selected by mistake or personal preference, provided that the product delivered matches the order placed and is not defective.
This policy does not limit the consumer’s rights in the event of a defective, incorrect or non-conforming product.
7.Refunds
Where a refund is applicable, it will be made using the same payment method used for the purchase, unless another solution is expressly agreed.
The time it takes for the amount to appear may vary depending on the bank, card or payment provider used.
Shipping costs will only be refunded where legally required or where the issue is attributable to Lost Reels, the production provider or the shipping carrier.
8.Unauthorised returns
Before returning any product, always contact us at info@lostreels.store.
We cannot guarantee receipt, replacement or refund of products sent without prior authorisation or sent to an incorrect address.
In some cases, it will not be necessary to physically return the defective product; we may only request photographs or additional information in order to process the issue.
9.Contact
For any questions related to returns, refunds or problems with your order, you can write to us at:
Always include your order number so that we can help you more quickly.
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