Refund policy

1. Handmade & Unique Pieces
All items in Lost in Woods are handmade from natural wood.
Each piece is unique and may have small variations in colour, grain, shape or size.
These natural differences are not defects, but part of the character of the product.
Please read the product descriptions and measurements carefully before ordering.
2. Right to Return (EU Customers)
If you are an EU customer, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To start a return, please contact me within 14 days at:
Email: urskajekler@gmail.com
3. Conditions for Returns
To be eligible for a return:
The item must be unused and in the same condition that you received it.
It must be returned in the original or similar protective packaging.
You are responsible for any loss of value caused by handling the item in a way that is not necessary to check its nature, characteristics and functioning.
The following items cannot be returned:
Custom or personalised items (for example, custom engraving or made-to-order designs).
Items damaged due to incorrect use, storage or care.
4. Return Shipping Costs
I offer free shipping on orders, but:
If you return an item because you changed your mind, you pay the return shipping costs.
If the item arrives damaged or you received the wrong item, I will cover or refund the return shipping costs.
You must send the return with a trackable shipping method and keep the receipt until the refund is processed.
5. Refunds
Once I receive and inspect your return:
If approved, I will refund the product price to your original payment method within 14 days.
Original shipping costs are not refunded if you paid any extra for special delivery (for example, express shipping).
If the item is returned used, damaged, or not properly packed, I may deduct a reasonable amount from the refund for loss of value.
6. Damaged or Incorrect Items
If your item arrives damaged or you receive the wrong product:
Contact me within 3 days of delivery at urskajekler@gmail.com.
Include your order number, a short description and clear photos of the item, packaging and label.
I will let you know if the item will be replaced, repaired, or refunded, and how to return it if needed.
In these cases, I will cover or refund the return shipping costs.
7. How Customers Use This Policy (Step‑by‑Step)
For customers, the process is:
Contact:
Email me within 14 days of receiving the order at urskajekler@gmail.com.
Include your name, order number, the item, and reason (change of mind / damaged / wrong item).
Approval & Instructions:
I reply with return approval and the return address.
If it’s a change of mind, you pay the return postage.
If it’s a damaged or wrong item, I explain how I will cover or refund the return postage.
Send Back:
Pack the item safely.
Use a trackable shipping service.
Keep the receipt until the refund is processed.
Refund:
After I receive and check the item, I confirm by email.
Refund is made to the original payment method within 14 days (minus any reduction for loss of value if applicable).