FAQ's
Our team at Lost Artisans follows refined criteria when choosing to work with an artist. For example:
- we work exclusively with individuals who have mastered their craft. Whether they trained under a literal master/apprentice dynamic or have figuratively banked over 10,000 hours of practise, the pieces in their key collection represent the epitome of their skill and experience,
- we also consider our Artisans’ familial and cultural stories, local traditions, and history. We aim to work with people who hold values which assimilate with ours,
- we value the time and skill of our Artisans. By this, we endeavour to venerate a fair hourly rate such that our Artisans do not have to decrease the value of their labour in order to meet the demands of the market,
- our Artisans can be considered ‘lost’ in some way – whether they be tricky to find over the internet, or live in isolated or distant place, our aim is to draw connection between creator and customer,
- we work with responsibly sourced materials wherever possible, such as our use of bio-degradable packaging. We encourage our Artisans to make the same choice,
We are operated by Lost Artisans Ltd. For further insight into our origins and ethos feel free to visit our Our Story page.
- we work exclusively with individuals who have mastered their craft. Whether they trained under a literal master/apprentice dynamic or have figuratively banked over 10,000 hours of practise, the pieces in their key collection represent the epitome of their skill and experience,
- we also consider our Artisans’ familial and cultural stories, local traditions, and history. We aim to work with people who hold values which assimilate with ours,
- we value the time and skill of our Artisans. By this, we endeavour to venerate a fair hourly rate such that our Artisans do not have to decrease the value of their labour in order to meet the demands of the market,
- our Artisans can be considered ‘lost’ in some way – whether they be tricky to find over the internet, or live in isolated or distant place, our aim is to draw connection between creator and customer,
- we work with responsibly sourced materials wherever possible, such as our use of bio-degradable packaging. We encourage our Artisans to make the same choice,
We are operated by Lost Artisans Ltd. For further insight into our origins and ethos feel free to visit our Our Story page.
Each of our pieces has their own care instructions: please see product description on our website. However, if you would like more recommendations for care contact hello@lostartisans.com
Unfortunately we cannot make any guarantees. However, if you contact our customer service team via hello@lostartisans.com in good time we will do our best to accommodate.
We accept Visa, Mastercard, American Express, and PayPal.
We currently only ship to the UK and EU but aspire to connect our Artisans to a worldwide customer base in the future.
We select our courier based on the conditions required for delivery. Depending on the piece or destination, the best courier for the job may vary. Rest assured we will always choose the best for the job.
Congratulations on purchasing your bespoke piece. Your Artisan will be notified of your order and will begin creating at their earliest convenience. Please note that commission time and delivery time are distinct, since every piece is made to order please take commission time into consideration when you make your purchase: for details on commission time take a look of your piece’s description on our website. After you place your order you will receive a confirmation email with an approximate delivery window. Once our Artisan has sent your piece for delivery we will provide you with your tracking number which will give a more accurate date for delivery.
Indeed, you can! Once our Artisan has posted your piece for delivery, we will forward you your tracking number.
We endeavour for you to receive your piece in good time. Shipping time is dependent upon and the responsibility of courier. Time can be accurately projected when you receive your tracking number. If you placed your order during the festive period, your piece will take longer to arrive.
If you are still waiting on your order 5 days after your delivery date (supplied by tracking number) contact hello@lostartisan.com where our customer service team will chase your order.
Your piece will be sent directly from our Artisan. On the unlikely occasion you have received the incorrect item please forward your order number and pictures of the item you have received to hello@lostartisans.com where we will be delighted to help you right away. Please see our disclaimer on One of a Kind Commissions in Buyers Terms and Conditions.
Lost Artisans is dedicated to your total satisfaction. On the unfortunate occasion where you wish to cancel an order or return an item you must contact Lost Artisans directly via hello@lostartisans.com within 14 days of date of delivery. We will provide you with further instruction on how to post your return. Be sure to mention your order and tracking numbers.
When returning it is the customer’s responsibility to take reasonable care to ensure commission is packaged with care, in the original packaging with no signs of use and/or damage. It is your responsibility to cover the cost of delivery. Returns will be sent directly to Artisan where they will conduct quality control checks. Our Artisans are experts in their field thus exchanges or refunds will be at their professional discretion: please see our section on One of a Kind Commissions in our Buyers Terms and Conditions.
Unless faulty, the following types of items are non-refundable:
• items that are personalised, or created to your specific requirements,
• items such as earrings,
• items with signs of inappropriate use and/or damage
When returning it is the customer’s responsibility to take reasonable care to ensure commission is packaged with care, in the original packaging with no signs of use and/or damage. It is your responsibility to cover the cost of delivery. Returns will be sent directly to Artisan where they will conduct quality control checks. Our Artisans are experts in their field thus exchanges or refunds will be at their professional discretion: please see our section on One of a Kind Commissions in our Buyers Terms and Conditions.
Unless faulty, the following types of items are non-refundable:
• items that are personalised, or created to your specific requirements,
• items such as earrings,
• items with signs of inappropriate use and/or damage
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