FAQ
Online orders & shipping
Can I change/cancel my online order?
Yes—but only if you contact us before we have shipped your order (usually within 24-48 hours). If you change your mind, make sure you reach out to us as soon as possible.
When will my order ship?
Most orders ship within 1-2 business days. Depending on the volume of orders we have, it may take up to 3 business days. We do not ship on weekends or holidays.
How will my order be shipped?
Our default shipping carrier in the US is FedEx and in Canada, Canpar. If the address you provided is a PO box, your order will be shipped by USPS or Canada Post.
Is express shipping available?
If you’re in a hurry to receive your Lost Horizons products, express shipping is available upon request. Please email us immediately after placing your order and we will try to accommodate you. Please note that express shipping will incur additional costs.
Do you ship to other countries besides the US and Canada?
We currently only ship to the continental United States and Canada.
Returns & exchanges
What is your returns policy?
To return an item purchased from our online store for either a refund or an exchange, contact our customer service department by email. Please mention your order number and the reason for the return. A Return Authorization form will then be sent to you by email with instructions.
All items being returned for a refund or exchange must have all original tags attached, be unworn, and be in original condition.
For more details, please refer to our Guarantee & Returns Policy.
How are shipping costs handled for refunds and exchanges?
Customers are responsible for the cost of shipping when returning items to Lost Horizons. If you are exchanging an item, Lost Horizons will cover the cost of sending the new item to you. In the event that the return is for a defective item, Lost Horizons will cover the cost of shipping both ways.
If returning a product, please ensure that you use a reputable carrier that includes tracking information and proof of delivery. Customers are responsible for their product until we sign for delivery. Lost Horizons is not responsible for packages lost during return shipment.
How will my refund be credited?
Refunds are issued in the same form as the original payment. Lost Horizons will provide a full refund for the value of the item, excluding shipping costs.
What if I didn’t buy the item directly from Lost Horizons?
Unfortunately, we cannot accept returns on Lost Horizons items purchased from other retailers. Please contact the store where you purchased the item directly.
Sizing & product care
What sweater size am I?
If you don’t know, we can help you figure it out! Our Size Guide has all the information you’ll need to find your best fit.
What if you’re out of my size?
If we don’t have your size, please send us an email and we’ll check if it will be back in stock soon.
I saw a Lost Horizons product I like in my local store, but I can’t find it on your website. Why not?
Items on our website sometimes differ from what’s available in retailers. We might not have that style in our store right now, but you can email us to find out if we might be restocking it soon.
Will my knitwear shrink over time?
Over time and especially when it’s worn often, wool tends to loosen up. This often creates a little extra space in sweaters and accessories. This is normal.
If you decide not to dry clean your Lost Horizons products and prefer to hand-wash them, please make sure you follow our Product Care instructions. We’ve all heard shrinking horror stories when it comes to wool! To protect your knitwear, remember to NEVER use hot water for washing, and NEVER put your item in a dryer!
Can I wash my sweater in the washing machine?
Washing machines can damage your sweater. We recommend dry cleaning your sweater once or twice per season, or hand-washing in cold water with a mild soap.
For detailed washing instructions, please see our Product Care page.
After a few wears, my sweater has developed little fuzzy balls. What are those?
Garments with soft, fuzzy surfaces tend to be more susceptible to pilling, especially in friction areas (i.e. under the arms). The fibers that give those beautiful surfaces their texture and warmth sometimes become tangled during wear and cleaning. This is when ‘pills’, or matted areas, naturally form.
Regular brushing can smooth out the surface tangles before they become severe and difficult to remove. For detailed instructions on how to safely remove pills from your Lost Horizons knit, please see our Product Care page.
Why does my brand new Lost Horizons knit smell like that?
Lost Horizons sweaters are made from natural wool. Sometimes, the fibers have a ‘sheep-like’ smell, which stays with the sweater once it’s knitted and finished. This is completely normal and to be expected from a 100% natural material. You will notice this more if your sweater gets wet in the rain or when it's drying out after a delicate hand wash.
The best way to get rid of the smell is to hang your sweater outside to air out and make sure it is completely dry.
How should I store my sweater when I’m not using it?
Since food stains and body oils attract moths, you should ensure your Lost Horizons knit is clean. We recommend packing your knit away in an airtight bag or container if you plan to store it for a long period.