Refund policy

At LosT Found, we want you to shop with confidence. Please review the following return & refund policy before purchasing.

As an online (mail-order) store, purchases are not subject to Japan's cooling-off system under the Specified Commercial Transactions Act. Returns are governed by this policy (return terms).

Return window

Returns are accepted only if you contact us at the email address below within 7 days of delivery. Requests made from the 8th day onward cannot be accepted.

Conditions for accepting a return

  • The item is unopened and unused (shrink wrap / seal intact)
  • The item is in the same condition as delivered, with all accessories and original packaging
  • You can provide proof of purchase, such as your order confirmation email

Because these are collector's items, opening an item changes its value, so returns of opened items cannot be accepted. Thank you for your understanding.

Returns we cannot accept

  • Opened or used items
  • Manufacturing variances that can only be discovered after opening, such as print misalignment or cutting variation (see below)
  • Items damaged or soiled through the customer's fault
  • Requests made more than 7 days after delivery
  • Sale items, made-to-order items, and gift cards (where applicable)

Manufacturing variances and conditions discovered after opening

Our products are sourced and sold unopened, in their original shrink wrap. By their nature, we cannot open and inspect the contents before sale. For that reason, we cannot accept returns, exchanges, or refunds for conditions that can only be discovered after opening.

Specifically, this includes individual variances that inevitably occur in the playing-card manufacturing process, such as those below. These are within the manufacturer's shipping specifications and are not defects.

  • Slight print misalignment or color differences
  • Cutting variation and individual differences in the finish of corners and edges
  • Ink unevenness, slight warping or curling of the paper, etc.
  • Other manufacturing variances that cannot be confirmed without opening

Please understand before purchasing that we do not accept returns, exchanges, or refunds for these reasons. However, if your item arrives damaged in transit or you receive the wrong item, we will take care of it as described under "Damaged, defective, or wrong items" below.

How to return an item

  1. Email info@lostfound.store with your order number, the product name, and the reason for the return.
  2. We will confirm whether the return can be accepted and send you the return address and shipping instructions.
  3. Items returned without prior contact cannot be accepted.

Return shipping costs

  • Returns for customer reasons (changed your mind, no longer needed, etc.): return shipping is at the customer's expense.
  • Returns due to defects, damage, or wrong items: we cover the return shipping.

Damaged, defective, or wrong items

Please check the contents as soon as your order arrives. If an item is damaged, defective, or not what you ordered, contact info@lostfound.store as soon as possible (within 7 days of delivery) with photos showing the condition. After confirming the situation, we will promptly arrange an exchange or refund.

Please note that we photograph and record the condition of every item before shipping. This protects against damage in transit and item swapping, and lets us verify the facts accurately if anything goes wrong. If a returned item differs from the condition in which it was shipped (swapped, opened, damaged, missing accessories, etc.), we may be unable to accept the return, exchange, or refund.

Exchanges

If you would like a different item as quickly and reliably as possible, please first return the original item, and once the return has been accepted, place a new order for the item you want.

Refunds

After we receive and inspect the returned item, we will email you about the outcome. If approved, we will refund your original payment method within 10 business days (it may take a few more days to appear depending on your card company or bank).

* For returns due to customer reasons, shipping costs both ways are not refundable.

If you have not received your refund more than 16 business days after our approval email, please contact info@lostfound.store.

Pricing and inventory errors

Prices or inventory may occasionally be displayed incorrectly due to system issues or human error. In the case of a clear error, we may cancel the affected order — even after it has been placed — and refund the full amount paid. If this happens, we will contact you promptly by email.

Contact

If you have any questions about returns or refunds, contact us anytime at info@lostfound.store.