Frequently Asked Questions (FAQ)
📦 Shipping & Orders
How long does it take for me to receive my order? We treat every “find” with the utmost care. Orders are typically processed and dispatched within 1-3 business days. Estimated delivery times are:
Domestic Shipping: 3-5 business days.
International Shipping: 10-20 business days.
Please note: Beautiful things take time. Customs clearance and local postal delays are beyond our control.
Do you ship to my country? Yes, we are committed to bringing curated European treasures to the world. We currently ship to North America, Europe, Mainland China, and most countries in Southeast Asia. Shipping rates and availability will be calculated at checkout based on your address.
How do I track the status of my order? Once your treasure begins its journey, we will send you an email with a Tracking Number. You can also log in to your account and visit “My Orders” to view real-time updates on your package.
What do I do if I entered an incorrect shipping address? If you notice an error, please contact us within 12 hours of placing your order. Once a package has been dispatched, we cannot change its destination. If a package is returned due to an incorrect address, the customer will be responsible for the re-shipping costs.
Will my items come in one package? To ensure the safety of fragile items (like ceramics or glassware) or when items are sourced from different specialized warehouses, your order may arrive in multiple packages. You will receive tracking information for each one.
🛡️ Returns & Issues
What is your returns policy? We want you to love everything you discover at Finders Keepers. If you change your mind, you can request a return within 14 days of receiving your item. Items must be in their original, unused condition with all packaging intact. Note: Personalized items, food, and personal care products are non-returnable.
My order arrived damaged, what should I do? We are deeply sorry to hear this! While we pack with care, accidents can happen during transit. Please contact us within 48 hours of delivery with photos of the damaged item and the packaging. We will prioritize a free replacement or a full refund for you.
I received the wrong item. Our apologies—even the best explorers take a wrong turn sometimes. Contact us immediately, and we will correct the mistake at no additional cost to you, ensuring the right “treasure” reaches your doorstep.
Where should I mail my authorized return? Before mailing anything back, please contact us to receive a Return Authorization Number (RAN). We will provide the specific return address at that time. We recommend using a trackable shipping service to ensure your return arrives safely.
👤 Account & Payments
How do I create an account? Click the “Account” icon at the top right of our website. It takes less than a minute to join the Finders Keepers club. An account allows you to save wishlists, track orders, and receive exclusive member-only previews.
Will you keep my credit card information on file? Your security is our top priority. We never store your full credit card details on our servers. All payments are processed through encrypted, PCI-compliant third-party gateways like Stripe or PayPal.
Do you charge sales tax? Sales tax is calculated based on the laws of your shipping destination. The final amount shown at checkout is inclusive of all applicable taxes.
💬 General Inquiries
Can I change or cancel an order after I’ve submitted it? As long as the shipping label hasn’t been printed, we can modify or cancel your order. Please reach out to us within 2 hours of purchase for the best chance of adjustment.
Can I pre-order an item that is sold out? For our most popular “finds” that are temporarily out of stock, we often offer a Pre-order option. Clicking “Pre-order” on the product page locks in your item, and we will ship it as a priority as soon as it arrives at our warehouse.
How do I receive customer support? Whether you have a question or just want to share your unboxing joy, you can reach us via email at [FindersKeepers@gmail.com] or through our live chat icon at the bottom right of the page.