Delivery & Returns

Delivery

Thank you for choosing us to purchase your lifelong, one of a kind commission.  Whether it’s a gift to mark a special occasion or a treat to yourself we endeavour for you to receive your item in good time. 

Your original piece is made to order thus production time is distinct from delivery time. Once you have made your purchase you will be notified of an approximate delivery date, which takes into consideration both commission time and delivery to location.

Once your commission is complete and is ready for delivery we will provide you with a more accurate delivery window with a tracking number. Your ware will be sent directly from the location of respective Artisan which means that time of delivery will vary. It is the Artisan’s responsibility to ensure items are safely packaged and sent out for delivery.

If you have ordered several items from different Artisans they will be sent from different locations as distinct deliveries and shall arrive as separate parcels.

All of our prices include delivery to the UK and EU, unless otherwise stated.

All wares are sent via courier, and will require signature from recipient, which means we cannot send pieces to PO boxes.  We select our courier based upon the piece being sold, the location of Artisan, and location of delivery. 

On the rare occasion where you have not received your order within 14 days of tracked delivery, contact us at hello@lostartisans.com and we will enquire for your piece.

Returns

Lost Artisans is dedicated to your total satisfaction. If you have any suggestions or comments please email us via hello@lostartisans.com. On the unfortunate occasion where you wish to cancel your order or return an item you must contact Lost Artisans directly via hello@lostartisans.com within 14 days of the date sent out on delivery: be sure to mention your order and tracking numbers. We will provide you with further instruction on how to post your return. 

When returning it is the customer’s responsibility to take reasonable care to ensure commission is packaged with care.  It should be packed in original packaging with no signs of use and/or damage.  It is your responsibility to cover the cost of delivery.

Returns will be sent directly to Artisan, where they will conduct quality control checks. Our Artisans are experts in their field: exchanges or refunds will be at their professional discression: please see our section on One of a Kind commissions.

Unless faulty the following are non-refundable: 

• items that are personalised, or created to your specific requirements,
• items such as earrings,
• items with signs of inappropriate use and/or damage