GENERAL QUESTIONS

Q: Are your products 100% genuine?

Lost & Feral is an authorised, official online retailer for every brand that we stock. Working directly with the brands we stock guarantees that all branded items we sell are genuine & will be as per our listing information.

Q: How can I follow Lost & Feral on social media?

A: You can follow on the following channels:

 

 

ORDER & DELIVERY

Q: Do you provide free shipping?

Yes, we provide free shipping within the UAE for orders exceeding 300 AED.

Q: How do I track my order?

To track your placed order or returns, go to ‘Track Your Order’ and follow the steps.

Q: Which countries do you ship to?

Currently we ship to within the UAE.  Please contact our customer support team if you wish to purchase from outside this area & we will endeavor to help facilitate this.

Q: Are any documents required upon receiving the shipment?

For prepaid orders, a signature is required upon the receipt of the shipment. For Cash On Delivery Orders, a signature may or may not be taken.

Q: What happens if there is a delay in the delivery?

Estimated delivery times are to be used as a guide only and commence from the date of dispatch. For more information, visit our Shipping Policy page.

Q:  How do I cancel my order?

Registered users can cancel order by logging into your account and going to ‘My Orders’. Or for guest users, by going to the ‘Track Your Order’ page. You can only cancel your order up until any item in the order has been shipped. If any of the items have been shipped, your order can no longer be cancelled.

PAYMENTS

Q: What are the payment methods accepted by Lost & Feral?

At our online store, payment can be made using the following methods: MasterCard, Visa, Cash On Delivery and e-wallet.

Q: How much will shipping, duties and taxes cost me?

VAT, at prevailing rates, is included within our products RRP and price shown in your order summary will include all VAT & taxes.  No further fees are charged upon delivery.

All Shipping costs are clearly outlined on our listing, no hidden fees

Within the UAE all duties and taxes are included within the purchase price.  If you are buying from outside the UAE, the prevailing rate for your country will be applied when shipment to you takes place

Q: How secure are my credit card details?

At Lost & Feral your payment security is our top priority & we take all precautions to main security on our site.  Our site is protected by the Secure Sockets Layer (SSL) technology, ensuring your shopping experience is safe & reliable.  Just look out for the padlock feature on your url to be assured the site is secured.

All credit card transactions on the website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions which you have initiated.

To help ensure that your shopping experience is safe, simple and reliable, Lost & Feral uses the Secure Sockets Layer (SSL) technology.

Q: What payment methods can I use to make my purchase?

We offer the following payment methods:

Debit / Credit Card - Visa/Mastercard

Cash On Delivery (COD) option

Q: Is there a Cash On Delivery (COD) collection limit?

Yes, you can pay using our COD facility up to 2,500 AED within the UAE only.  Orders above this limit will need to be paid using a debit or credit card.

Q: What are the details required to place an order online?

To process your order, we will need the following information: your name, email address, phone number, shipping address and credit/debit card billing address.

Q: How safe are the shared card details?

Saved card details will never be shared with third parties and will only be used to process your order using our payment partner's systems. Additionally, we may also obtain information as a result of authentication or identity checks. We will ask for your telephone number. This number will be given to our courier for delivery services. These details will allow us to process your order and keep you informed about the status of your order. If you have any questions about payment or your credit card security please contact our Customer Care team.

PLACING ORDERS

Q: Can I place an order by phone?

No, we do not take orders via phone.

Q: Do I need to register to place an order?

No, you don’t have to, as you can complete your order as a guest. However, by creating an account with Lost & Feral all your details will be saved and will make your purchases easier and quicker. By using your login username and password, you don't need to enter your address and other information every time you decide to purchase from us, which will save you plenty of time. Your wish list will also store all the items which were added to help you manage your shopping.

Q: Can I cancel my order?

Yes, registered users can cancel order by logging into your account and going to ‘My Orders’. Or for guest users, by going to the ‘Track Your Order’ page. You can only cancel your order up until any item in the order has been shipped. If any of the items have been shipped, your order can no longer be cancelled.

Q: Can I use my Lost & Feral Gift Card online?

Unfortunately, not yet. We are still working on this option.  Gift cards can be used in our stores.

Q: How can I use promo codes?

You can use promo code at the checkout page. Please make sure you enter a valid code, are eligible to use a code, or logged in.

Q: How do I find the right size?

To find your right size, please click on the ‘Size Guide’ featured on the product page.

RETURNS & EXCHANGES

All COD fees and shipping fees are excluded from refund.

Refunds on Cash On Delivery (COD) orders will be credited to your L&F eWallet, which can be used for future purchases. Any future purchases will be subject to the same COD/shipping fee procedures, where applicable.

Credit Card returns will be credited back to your credit card.

Value Added Tax (VAT) on the product purchased will be refunded.

In the event that an item you have ordered is unavailable, we will inform you by email as soon as possible and, where payment has already been made, refunds will be credited back to the original payment card used for the transaction.

The L&F eWallet credits have an expiry period of 12 months.

Exchange of item sizing is only permissible once. Products can only be exchanged for a different size, and not for a different product.

For hygiene purposes, the following items cannot be returned: swimwear without hygiene strips still in attached, goggles, underwear without hygiene strips still attached, suncreams, shampoo bars and similar toiletry items. Products that come in sealed packaging cannot be returned if the packaging has been broken.

To organise a return or exchange, registered users must login to your registered account. Go to your ‘My Account’ and to ‘Returns & Exchanges’ and submit a request  within 14 days of receiving your order. You will receive a notification.
You can track your return or exchange by clicking on ‘Track Your Order’.

To organise a return or exchange, guest users must submit a request here within 14 days of receiving the order. Alternatively, you can also contact Customer Care on help@lostandferal.com.

Returned items must be received within 14 days of receiving the full order. Any returns received after the mentioned period will not be processed and the goods will be returned to you, and the shipping cost will be charged to you.

If you’ve placed an order with more than 1 item, you can only request a return once all the items from your order have been delivered to you.

Return or exchange of items is only permissible once.

Any additional items returned that were not included in the approved list of returned items will be sent back to the customer and the shipping cost will be charged to the customer.

All items must be returned in one package.

All items must be returned in their original packaging with all tags attached. Please ensure you include any belts and any designer packaging that may have been included. If in any case where the products have not been returned in their original state, used, etc. then the customer will have to pay for the shipping charges for the return. The customer will not be allowed to choose their means of shipping the products, it will be returned through the shipping company/companies we work with.

All items are quality checked before dispatching, however, if you receive a damaged or faulty item then please contact us at help@lostandferal.com.

within 48 hours of receiving.

You will receive an email to confirm that your return or exchange item(s) has been received and will process the refund.

Returns, exchanges and refunds of products purchased online can be done through the processes mentioned above.

Please note that Lost And Feral reserves the right to refuse refunds or exchanges on items that are considered to be unfit for resale.
Returns made outside of the 14-day timeframe will not be accepted and sent back to you and the shipping cost will be charged to you.