Lost or Damaged Package

What to do if your package is lost or damaged

Delayed tracking

If tracking has not updated for a while, contact us and we will assist with an investigation once the carrier's investigation window is reached.

Package confirmed lost

If the carrier confirms the package is lost, we will replace or refund according to stock availability and the carrier claim result.

Tracking shows delivered but you didn't receive it

Please contact the local carrier first and check with neighbours or your building. If you still cannot locate it, reach out to us within 7 days. We will assist with an investigation, but we cannot guarantee a refund or replacement when delivery is confirmed by the carrier.

Damaged items

Send photos of the outer package, shipping label, inner packaging, and the damaged item within 7 days of delivery. We will review the case and help with a replacement, refund, or carrier claim when applicable.

Wrong address

If the package is lost due to an incorrect address provided by the customer, the customer is responsible for reshipment costs.

Customs seizure

If a package is held or destroyed by customs, handling follows local regulations and we cannot promise full compensation.