Frequently Asked questions
If you do not find your answers below, feel free to get in touch with us on the form.
Payments & Processing
What type of payments do you accept?
We accept paypal, and major forms of credit cards.
What is your processing time?
Please allow 2-3 days for our team to pick and pack you order. From there, the shipping agent will pick up and send to your doorstep. If there are any delays, we will reach out to let you know. If you have any changes, including the size, colour, quantity or the address, please email us immediately at info@lostandfray.com.
Once your order is on its way, we are unable to change the order/shipping address.
Can I make changes or cancel cancel my order?
If we have not packed and shipped your order yet, we will be able to help you amend/cancel your oder. Please contact info@lostandfray.com with your order number and wait for our reply.
Shipping / Delivery
Where do you currently deliver to?
We have currently opened up shipping to Singapore and Hong Kong. However, please be patient with us as we do have plans to open to more destinations in Q2 2025.
What are your processing and delivery times?
Singapore:
Please allow us 2 business days to process the orders. Shipping time is about 2-3 business days. All of our orders come with a tracking code.
If you require expedited delivery, please get in touch with us for express service (+ fee) at info@lostandfray.com.
Hong Kong:
Please allow us 2 business days to process the orders. Subsequently shipping to Hong Kong is between 3-5 business days. All of our orders come with a tracking code.
What happens if I miss my delivery?
Our delivery partners will make 3 delivery attempts before the item is returned to our warehouse. The orders will be considered returns and will be refunded in the form of a store credit on your account.
How much is your shipping charges?
Singapore: We offer free shipping to local shipments in Singapore.
Hong Kong We offer free shipping above HKD1,000. Otherwise, we charge a flat shipping fee of HKD50.
Returns / Exchanges
How do I return my order?
Please read our return policy here.
How do I exchange my order?
If you would like to exchange your order, you have 7 days after you received your item to do so for colours/sizing. Please find our policy here
Do I have to pay for postage if I want to return/exchange an item?
No, we cover the cost of returns so you can rest easy trying on what you need!
Product Questions
Where can I find your size guide?
Yes of course. You may find measurements and size guide for our products here.
Why do you choose bamboo for your products?
We are a sustainably focused brand that strongly believes in doing our part in the retail ecosystem. Bamboo has a variety of benefits, not just for us but for the earth. Read more about it here.
How should I care for my bamboo products?
If you give your bamboo garments the T&C it deserves, they will be long lasting. We recommend the following:
Hand or Machine Wash Cold: Use gentle cycle on <30 degrees, turned inside out.
Do Not Bleach: Avoid chlorine bleach or any harsh chemicals.
Hang Dry: Fold over hangers or lay flat to dry.
Cool Iron if Needed: Use a cool setting to maintain fabric integrity, turned inside ou
Partnerships
Do you do any corporate partnerships?
Yes, we are always open to aligning with other brands and businesses with similar mission and values. If you are interested in a corporate partnership, please email us at info@lostandfray.com.
Do you do any white-labeling?
Yes, we do offer white labeling services if your business is looking for high quality customised garments made of sustainable materials. Please reach out for a chat at info@lostandfray.com.
Do you have any referral/ambassador programs?
We are in the process of setting up a creators program. If you are interested please reach out and let's discuss how we can create and promote sustainable fashion together.