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How to manage a lost or delayed shipment?Updated a year ago

We recommend waiting for a reasonable amount of time based on the estimated delivery window provided at the time of purchase. Delivery times can vary depending on the destination and shipping method. If you feel it has been excessively delayed or suspect a loss, please reach out to the shipping company providing your tracking number.

How long should I wait before reporting a lost or delayed shipment?

We recommend waiting for a reasonable amount of time based on the estimated delivery window provided at the time of purchase. Delivery times can vary depending on the destination and shipping method. If you feel it has been excessively delayed or suspect a loss, please reach out to the shipping company providing your tracking number.

Will I be eligible for a refund or replacement if my shipment is confirmed lost?

As the consignee you must register the non-delivery of your parcel with the courier company before we can deal with them. Please contact us when you have a reference number for the investigation.

If the shipping company investigation confirms that your shipment is lost and cannot be located, please contact our customer support and we will offer you the choice of a replacement item (if available) or a full refund. We strive to ensure customer satisfaction and will work with you to resolve the situation. 

Depending on the specific situation and carrier requirements, we may request additional information or documentation to assist in the investigation. This may include a written statement, photos, or any other relevant details related to the shipment. 

What if my shipment is delayed due to customs or unforeseen circumstances?

While we make every effort to ensure timely delivery, some delays may occur due to factors beyond our control, such as customs clearance procedures or unforeseen events. In such cases, we appreciate your patience and understanding. Feel free to reach out to our customer support team for any concerns or updates.

What is our policy regarding lost or delayed shipments?

If you experience a lost or significantly delayed shipment, we kindly ask you to please contact the shipping company directly as soon as possible. They will be able to provide you with the most up-to-date information and assist in resolving the issue promptly.

 

In addition, we kindly request that you also inform our dedicated customer support team about the situation. Our team will work closely with the shipping company to track the package and provide you with updates and assistance throughout the process.


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