Production
Made to order · standard 5–10 business days · express next business day
Shipping & ReturnsHow we ship
How we ship
& handle returns
Custom products are made on demand. Here is what to expect from the moment you order to the moment it arrives — and what to do if something is not right.
Shipping
Free over €79 in eligible destinations (US excluded)
Returns
Custom items excluded from change-of-mind returns · defects repaired or replaced
Production times
Custom products are made to order. Production starts after payment is confirmed.
Standard production
Standard production takes 5–10 business days from the moment your order is confirmed. This applies to all custom products (e.g. personalised patches) unless express production is selected. Non-custom products ship as soon as they are ready.
Express production
Express production gets orders containing eligible products ready by the next business day. It can be selected on eligible product pages and in the cart. Express production does not affect shipping speed — only how fast production is completed.
Shipping & delivery
We ship worldwide. Delivery time depends on your location and selected shipping method.
Shipping within Germany
Free shipping on orders over €79 to Germany. Orders below that threshold have shipping costs calculated at checkout. Delivery typically takes 1–3 business days after production is complete.
International shipping
Free shipping on orders over €79 to most countries worldwide. Orders below that threshold have shipping costs calculated at checkout. Orders to the United States do not qualify for free shipping and always have shipping costs calculated at checkout.
International deliveries typically take 5–14 business days after production, depending on destination and carrier.
Customs & import duties
For orders outside the EU, customs duties and import taxes may apply. These charges are the responsibility of the customer and are not included in the order total. We are not responsible for delays caused by customs clearance.
Tracking
Once your order ships, you will receive a confirmation email with tracking information. If you have not received tracking details within the expected production window, contact us at info@lostgear.xyz.
Returns & defects
Custom-made products are excluded from change-of-mind returns. We repair or replace defective items at no additional cost.
Custom products — no returns
All custom-made products (including patches with personalised names, colours, or NFC or QR code options) are non-returnable under Article 16(c) and 16(e) of the EU Consumer Rights Directive. Because each item is made specifically for you, we cannot accept returns or exchanges for change of mind.
Defective or damaged items
If your order arrives damaged or with a manufacturing defect, contact us within 14 days of receipt at info@lostgear.xyz with:
- Your order number
- A clear description of the issue
- Photos of the defect
We will arrange a replacement or repair at no additional cost. This is covered under the 2-year statutory warranty (§437 BGB).
Non-custom products
For non-custom products, you have a 14-day right of withdrawal from the date of delivery in accordance with §355 BGB. Contact us at info@lostgear.xyz before returning any item. Return shipping costs are borne by the customer.