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How do I create my customer account?
To create an account, simply fill in the necessary fields in the registration form, accessible by clicking in the upper right corner of the site: "ACCOUNT".
You can find your order history, change your delivery addresses, manage your subscription to the newsletter.
Do you share my personal information with third party companies?
The data you provide to LOSTENN is neither passed on nor sold to other companies.


How do I delete my customer account?
To delete your customer account, contact LOSTENN customer service by email
What if I forgot my password or can't log in?
If you cannot log in, use the "Forgot your password?" function.
An email with a link to create a new password will be sent to you.
If the connection problem persists, contact LOSTENN customer service. pby email
Where are LOSTENN products made?
LOSTENN skirts are pleated and sewn in art houses in France and Spain.
What is the composition of LOSTENN skirts?
The skirts are made with a 100% polyester fabric. It is the only fabric that allows the pleating to be preserved over the years.
Comment laver ma jupe LOSTENN ?
We advise you to have your LOSTENN skirt cleaned at a dry cleaners. You should never iron your skirt.
How to choose the right size ?
You will find on each product sheet a size guide which will indicate the size of the belt as well as the length of the skirt.

Do I need to have a customer account to order?
To order on the LOSTENN. site, it is necessary to create a customer account, which will allow you to keep your delivery and billing information during a subsequent order and to proceed with a possible return.
Can I modify or cancel my order?
We invite you to contact LOSTENN customer service as soon as possible by email

We cannot guarantee that your request will be taken into account.

How do I know if my order is validated?
Your order is validated upon receipt of an order confirmation email. You can also check the status of your order in the "My orders" section after logging into your customer account.
How long does it take for my order to be prepared?
All orders validated by our services from Monday to Friday before 11 a.m. are processed and shipped the same day.
An order placed on a Saturday, Sunday or public holiday will be validated, processed and shipped the next working day.
Orders validated by our services after 11 a.m. will be processed and shipped the next working day.
How can I check the status of my order?
To check the status of your order, identify yourself by clicking on "My orders", where you can view all your orders and their progress.

I can't place my order, what should I do?
We invite you to contact LOSTENN customer service by email
How do I access my invoices?
To consult your invoices in PDF format, identify yourself on "Account", choose the corresponding order in the "My orders" section, then click on "Print your invoice".
If you are unable to download it, contact LOSTENN customer service by email
Is my payment secure?
At the time of your payment, the padlock symbol appears and indicates that your connection is encrypted and secure. Authorization servers are then consulted, in order to verify this data and prevent abuse and fraud. SSL encryption technology guarantees the security of the information you provide during the banking transaction.
What are the means and terms of payment?
All transactions on the LOSTENN site are conducted in Euros.
We accept the following bank cards as means of payment: CB, Visa, Mastercard, American Express cards, as well as payments by Paypal.    
My payment was declined, why?
When validating the order, a pre-authorization is requested from your bank. In the event of an unfavorable opinion, we refuse your order and do not process it.
For more information, contact LOSTENN customer service by email
In which countries do you deliver?
LOSTENN delivers throughout the European Union as well as Switzerland and the United Kingdom,
All our shipments to the European Union are All Taxes Included (TTC) according to the rate of Value Added Tax (VAT) in force on French territory.
All our shipments outside of the European Union, including Switzerland and the UK, are shipped excluding tax (HT). Taxes are to be paid upon receipt of the package according to the laws in force in the country of destination.
What carriers do you use?
For deliveries in France, we entrust your order to La Poste (Colissimo). For other countries, the carrier is DHL.
What are the delivery times and costs?

Zone 1: Metropolitan France.  

Zone 2: Germany, Austria, Belgium, Bulgaria, Canada, Croatia, Denmark, Spain, Estonia, United States, Finland, Guadeloupe, Greece, French Guiana, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Martinique, Monaco, Norway, Netherlands, Poland, Portugal, Romania, United Kingdom, Saint-Barthélemy, Saint-Martin, Saint-Martin (Dutch part), Saint-Pierre-et-Miquelon, Saint-Vincent-et-les- Grenadines, Saint Lucia, Slovakia, Slovenia, Sweden, Czechia.  

Zone 3: Australia, New Caledonia, New ZealandCosts and delivery times for zone 1:  

Colissimo: 10 euros* - Delivery within 48 to 72 working hours*** with delivery against signature.*** Valid for all orders placed before 10 a.m. Delivery costs for zone 2:  

DHL Standard: 20 eurosDelivery costs for zone 3:  

DHL Express: 25 euros

Is it possible to change my delivery address after validation of my order?
Once your order has been validated, if you wish to change the delivery address, quickly contact LOSTENN customer service by email
We cannot guarantee that your request will be taken into account.
I have not received my package, what should I do?
If you have not received your package within the expected time, we invite you to consult the status of your order and the delivery tracking, section "my orders" after logging in.
In case of problem, contact LOSTENN customer service by email
An item is missing from my package, what should I do?
We invite you to quickly contact LOSTENN customer service by email
I received a faulty item, what should I do?
We invite you to quickly contact LOSTENN customer service by email
Under what conditions can I exchange an item?
Online exchange is available for any order placed via the website.
Exchange is only possible for a different color and/or size for the same item. It is not possible for you to exchange your item for a different reference item.
I want to exchange an item, what should I do?
Upon receipt of the item, if it does not suit you, you must request an exchange online within 14 days of receiving your order.
To do this, we invite you to contact our customer service to indicate the returned items and those desired in exchange.
How soon can I exchange my item?
The maximum time to complete your online exchange authorization request is 14 days from the date of receipt of the initial order.
You then have 14 days from the date of your exchange request to return the item you wish to exchange.
Are the exchange and reshipping costs my responsibility?
The reshipping costs are your responsibility, as well as the new delivery costs.
Under what conditions can I return an item to you?
Products must be returned in their original condition and packaging. Incomplete, damaged, worn or soiled products will not be taken back.
I want to return an item to you, what should I do?
To return an item, you must first make a request by email to specifying your order number and the reason for your return.
What is the deadline for returning items?
The maximum delay is 14 working days following the delivery date of your order.
In accordance with the Châtel Law, you have a withdrawal period of 7 days to return your order to us.