We aim to get orders sent out in 1-3 business days of purchase (unless resize or alteration work is required). It's just the two of us though, so please be patient if it takes a little longer! If you need something shipped out like yesterday give us a heads up and we'll see what we can do.
International Shipping
International orders over £300 include UPS Express shipping free of charge. It's not free, you're paying for it, but we've built the cost in to our pricing. Delivery times vary depending on where you are, but it's fast (typically 1-3 days to mainland USA, for example).
Orders under £300 can choose between UPS Express shipping and Royal Mail shipping. Royal Mail takes longer and can be more difficult to track, but both options are secure and reliable.
All international parcels are covered by our shipping insurance up to the point of delivery. They're trackable door-to-door and a signature is required on delivery. If it's not convenient for you to take delivery at home you can arrange to hold the parcel for collection at a local UPS access point. Do this on the UPS website once you've entered your tracking number.
The signature option is required for our insurance cover. If you need a parcel to ship without a signature let us know, but be aware that it will not be covered by our shipping insurance.
Please make yourself aware of any customs procedures or duties that may applicable as these vary country-by-country. We can't be responsible for any taxes or fees charged at your country's border; it is the responsibility of the recipient to pay any customs fees incurred. Where applicable we declare pieces as "Antique Over 100 Years Old" for customs which will, in many cases, reduce or zero import duty. Import fees are usually collected at the time of delivery, or can sometimes be paid in advance so please check your tracking updates.
Should the worst happen and your parcel goes missing (it's very, very rare) then we will refund you in full and pursue a claim with UPS/Royal Mail directly.
Domestic Shipping
We're in the UK and ship domestically with Royal Mail Special Delivery 1PM. It's insured and it's next day delivery.
Returns
Returns are accepted. We get it. You're buying off pictures and descriptions.
If you wish to return an item please let us know via email within 7 days of delivery, and be prepared to ship the item back promptly after this. You agree to cover the cost of the return shipping and accept liability for the item(s) until we have it back in our possession. On receipt of the item, in the same condition as it was sold, a full refund (minus the cost of outbound shipping) will be processed within 7 working days. Should you wish to take Store Credit this can be up to the full purchase amount.
We recommend using a fully insured shipping service with tracking and signature on delivery.
Lost Owl must acknowledge and authorise any return via email only. You will then be provided with a returns address and further shipping/customs recommendations. We cannot be liable to pay any customs charges or fees incurred from incorrectly declared inbound shipments, these will be deducted from the refunded amount.
Unauthorised returns may not be accepted
Please note that resized rings and altered pieces of any nature become final sale only and cannot be returned