After your order is processed and dispatched, you will receive an email with the tracking information. If you have not received an email, please make sure to check your spam folder as well. We strongly recommend checking the tracking information frequently to avoid the parcel being rerouted back to our warehouse. Please note that the claim for the lost parcel cannot be submitted and the investigation cannot be opened if more than 45 calendar days passed from the dispatch date.
- If available, please check the alternative tracking numbers which you can find in the carrier’s website. If the tracking information is discontinued for over a week, we recommend following up with your local post/customs office for more details.
- If the tracking ID shows that the parcel is delivered but you haven’t received anything, we strongly recommend to check with other residents of the delivery address and closest neighbors/receptionists.
- If you have not received your order within 30 calendar days after the dispatch of the parcel, please submit the lost parcel claim form here.
After your form is submitted, the responsible representative will get back to you within 24-48 hours. Lost parcel investigation will continue for 14 working days. If any updates appear, you will be informed personally via email.
If the parcel is confirmed as lost, we will proceed with the store credit of your paid amount for the original order or the replacement of the order.
The replacement of the order will be shipped to the address provided in the submitted form. The store credit for the order will be provided to the email address that was used for the original order.