FREQUENTLY ASKED QUESTIONS
I SIGNED UP FOR THE WELCOME EMAIL. BUT MY CODE ISN'T WORKING?
If your 'Welcome Email' comes back as, 'Invalid Discount Code' in checkout, it can be one of three things. 1. Our 'Welcome Email' is not valid on sale items. So if your item is a part of our sale, unfortunately it is excluded from our 'Welcome Email' discount. 2. Our discount code generator allows you to copy your code or apply it to your cart automatically! So if you used that feature, your code will be automatically applied at checkout. However, if you clicked out of the ‘pop-up’ before applying the discount code automatically to your cart; make sure your are inputting your discount code exactly as it is shown in the 'Welcome Email'. If there are "dashes" in the code - make sure to include. If the code is in all "CAPS" - please make sure to include. Please note that discount codes can not be combined with other offers. If your discount code is still not working, please don't hesitate to reach out to our customer care team!
I SIGNED UP FOR THE WELCOME EMAIL. BUT HAVE YET TO RECEIVE MY PROMO CODE.
Your ‘Welcome Email’ promo code should pop up on the top of your browser automatically! However in the case that it didn’t, it’ll also be emailed to you immediately. If you have yet to receive the ‘Welcome Email’ sometimes your email provider can hold the email. At times it can take up to an hour to receive. If you still have yet to receive your ‘Welcome Email’ please check your spam folder as in some cases it can be found there.
WHEN WILL I RECEIVE MY ORDER?
Lead time and shipping vary depending on the product. Our team at Lost Feather works hard to have all IN-STOCK item(s) packages and shipped as quickly as possible. Most in-stock item(s) will ship within 1-2 business days. Unless otherwise specified in the product(s) description section, refer to individual product(s) description section to get more details. Please note, changes to an address cannot be made after 30 minutes of order receipt, as your order is sent directly to our fulfillment department. Orders placed on Friday will not be processed until Monday. For more information, please reach out to our Customer Care team at email@example.com
CAN I CANCEL OR ALTER MY ORDER ONCE I PLACE IT?
We at Lost Feather have an order processing time of 30 minutes before it is then sent to our distribution warehouse for processing, fulfillment and shipping preparation. Within 30 minutes of the order being placed you are able to cancel or alter your order. After the 30 minute processing time, unfortunately we cannot alter or change your order.
HOW DO I CHECK THE STATUS OF MY ORDER?
When your order has shipped, you will receive an email notification from us which will include your tracking number. If you created a customer account, you can check the status of your order there. If you’re unable to find your confirmation email with your tracking information, please check your spam folders, as sometimes it can be found there. Please allow 1-2 business days for the tracking information to update. We often times send tracking when the label is created, and sometimes before your package has left our warehouse. If you do not receive a tracking number, please reach out to our customer care team at firstname.lastname@example.org
DO YOU SHIP TO P.O. BOX?
Yes, we do! Shipping to P.O. boxes will be shipped via USPS.
DO YOU SHIP INTERNALLY?
Unfortunately, we cannot ship to foreign countries at this time. We apologize for any inconvenience!
WHAT IS YOUR SHIPPING RATE?
We offer a Flat Domestic Shipping Rate. Our Shipping Rate is $7.95 within the continental U.S. (orders are guaranteed to arrive within 7-10 business days) Alaska and Hawaii shipping rates are $11.95. (orders are guaranteed to arrive within 10-14 business days)
MY ORDER ARRIVED DAMAGED AND/OR RECEIVED WRONG ITEM
Please inspect your items once you receive them and contact our customer care team immediately if the item is defective, damaged or if you have been sent the wrong item. Sometimes mistakes happen and we would like to make it right! Please note that once it has passed 14 days post delivery, your items will be considered in good condition and delivery complete.
WHAT IS YOUR RETURN POLICY?
Our team at Lost Feather has carefully selected the products sold on our site simply because we love them! However, we totally understand that you may need to make a return/exchange. Please note that we currently do not accept standard returns. All returns will be issued as store credit. Exchanges are accepted within 30 days from date of delivery. After 30 days, we are unable to accept any items. To be eligible for an exchange, your item must be in the same condition in which you received it; unworn, unused, tags attached and in its original packaging.
In case of an exchange, our customers are responsible for return shipping. Any refunds are issued as store credit, less shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Items sent in that arrive with postage still due will not be accepted and will be sent back to sender. Please allow 3-5 business days, from the date of receipt, for our team to conduct a quality control review and issue the exchange or store credit. Once exchange process is completed, you will be notified via email.
CAN GIFT CARDS BE USED IN CONJUNCTION WITH A DISCOUNT CODE?
Yes! Gift cards are a form of payment.
CAN MORE THAN ONE GIFT CARD BE USED TOWARDS A PURCHASE?
Yes. A customer can redeem another gift card during checkout.
CAN A GIFT CARD BE USED MORE THAN ONCE?
Yes, provided there is still a balance remaining on the card.