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Delivery and returns

Shipping PolicyItems will be delivered to the delivery address you provide to us on the order form, at your expense. We cannot be held responsible if this address is incorrect.

Please note that we do not deliver to PO boxes. Delivery of items purchased from our Online Store may be subject to territorial restrictions. We will provide you with the list of delivery zones below. All orders are prepared within 24 hours (working day), and sent to the carrier of your choice, the following working day. These delays can extend up to 7 days during our promotional operations. To this end, please note that a working day corresponds to a day during which French banks are open, with the exception of Saturdays and Sundays. If we have not succeeded in delivering your order within the aforementioned period, you are entitled to cancel the order in question and to be fully reimbursed for the amount paid for the said order. The transfer of ownership of the Products is carried out at the date of delivery of the Products to the address you provided to us. Once you have received the Product, you bear all risk of damage to or loss of the Product.

In the presence of an apparent anomaly in the package (in particular damaged package, open package, traces of liquid, etc.), the Buyer or the Recipient of the ordered products must not open the package but is invited to bring it back unopened in a within five working days in a post office or to refuse it in the presence of the deliverer and establish a "spoliation report". Opening the said package excludes any recourse to the carrier (La Poste, DHL, etc.).

The Buyer or the Recipient is also invited to report the problem encountered to LOSTENN by contacting customer service via

The online store delivers orders to the following areas:  

Zone 1 : Metropolitan France, delivery costs and times for zone 1: Colissimo: 10 euros* - Delivery within 48 to 72 working hours*** with delivery against signature.*** Valid for all orders placed before 10am.

Zone 2 : Germany, Austria, Belgium, Bulgaria, Canada, Croatia, Denmark, Spain, Estonia, United States, Finland, Guadeloupe, Greece, French Guyana, 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 and Miquelon, Saint Vincent and the Grenadines, Saint Lucia, Slovakia, Slovenia, Sweden, Czech Republic. Delivery costs for zone 2: DHL Standard: 20 euros

Zone 3 : Australia, New Caledonia, New Zealand, delivery costs for zone 3: DHL Express: 25 euros.

Any customs or import charges are the responsibility of the customer.


If for any reason whatsoever you are not satisfied with your purchase, in accordance with article L.121-20 of the consumer code, you have a period of 14 clear days from the date of receipt to exercise your right of withdrawal and return to us at your expense the products ordered for reimbursement.

To exchange a product, you must make a return, then proceed to a new order. Incomplete, damaged, worn or soiled items are neither refunded nor exchanged. Likewise, returns are only accepted if the products have their original tags still attached. We will send you an email to confirm that your refund has been processed within fourteen (14) days of receipt of the refund. returned item.

To return your order, we invite you to contact customer service at We remind you that the return costs remain your responsibility (except in the case where we have delivered an item to you by mistake or if the item in question is damaged or defective).

You can use the carrier of your choice and return your package to us at the following address, keeping the proof of deposit which will be requested in the event of a dispute:


N.B: For returns of orders outside the EU, the customer must specify to the customs services that it is a "return for non-compliance".

Upon receipt of your order, we will process your refund within a maximum period of approximately 15 days. If you have a deferred debit card, this operation will be taken into account under the usual conditions of your debits. We will then refund the price of the Product to you within fourteen (14) days following the date on which you exercised your right cancellation. The refund will be made to the card you used to place your order.

Any order not received must be declared by the customer within a maximum period of 14 working days from the exceeding of the maximum period indicated for the delivery of the products by email to Upon receipt of the email declaring the non-receipt of the order, LOSTENN will carry out an investigation with the carrier concerned.