My parcel is missing (Denial of receipt)Updated a year ago

If tracking information confirms that your parcel has been successfully delivered, but you have not received your order please first see this page for help with locating your parcel.

If you still cannot locate your parcel, then you must notify us within 7 days of the scheduled delivery date. Please be assured that we will promptly launch an investigation into the whereabouts of your parcel. We will work closely with the shipping carrier involved to trace the package's journey and determine the cause of its disappearance.

If necessary, we may also require your assistance in providing any supporting documentation or details that could aid in the investigation. Our team will reach out to you if such information becomes necessary.

For missing parcels or where there is denial of receipt the investigation can take up to 5 days. Claims for compensation can only be made after 7 days from the scheduled delivery date.

We understand the importance of your order and the anticipation surrounding its arrival. If, regrettably, we are unable to locate your missing parcel, we will explore appropriate options to resolve the situation to your satisfaction. This may include issuing a refund or arranging for a replacement shipment. However, please note that we can initiate these options only after the designated timeframe for submitting claims for compensation with the shipping carrier has elapsed.