Refund policy
What’s your return policy?
Because our products are printed on demand, we can not offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at support@oncelostgames.com.
Do you offer refunds?
Refunds or exchanges are only offered to customers that receive the wrong, defective or damaged items. If any of these apply, please contact us at support@oncelostgames.com within a week after receiving your order. Be sure to include photos of wrong/damaged items, and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every apparel item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at support@oncelostgames.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.
Shipping Delays
If your order is delayed beyond the expected delivery date, we will provide a full refund of the shipping costs. If the delay exceeds 30 days, you will have the option to cancel your order for a full refund.
Product Quality Issues
If you receive a product that does not meet our quality standards (e.g., faded print, incorrect alignment), please contact us within a week after receiving your order with photos of the issue. We will provide a full refund or a partial refund of 50% if you choose to keep the item.
Color Mismatch
Printed colors may appear slightly different than the product image. However, If the product color significantly differs from what you ordered, please contact us within one week of receipt of your order and please include photos. We may provide a partial refund of 50% if colors or printing appear incorrect.
Incorrect Orders
If you receive a different item from what you ordered, please notify us within a week of receiving your order. We will issue a full refund and you can keep the incorrect item as a token of our apology.
Order Lost in Transit
If your order is lost in transit and not delivered within 30 days, you will receive a full refund.
Technical Issues During Purchase
If you encounter any technical issues during your purchase that result in incorrect orders or charges, please contact us immediately. We will rectify any errors and provide a full refund for any incorrect charges.
Billing Errors
If you notice any errors in your billing, please contact us within 14 days of the charge. We will promptly investigate and rectify the issue, providing a full refund for any incorrect charges.
Difficulty in Navigating the Return/Refund Process
If you face any difficulty in navigating our return/refund process, please reach out to our customer service team at support@oncelostgames.com . We are here to assist you and will ensure you receive the appropriate refund as per our policies above.
Any other questions?
Get in touch with us support@oncelostgames.com.