Send our customer service an email at ([email protected]) within 14 days after shipment and use “Missing parcel” as the subject line. In the email, clearly state your order/sales ID.

We will try to track your package in collaboration with the shipping company. If this does not work, we will submit a claim to the shipping company to investigate the matter. It takes an average of 3-4 weeks to complete a claim investigation.

For pending claims, we will always contact you within 3-4 weeks as soon as we have an update on the status of your parcel.

Please note (COVID-19 update): in the current situation, we have noticed that carriers are under extra pressure and, as a result, the investigations and claims take longer than usual. Unfortunately, this is beyond our control.


PAY ATTENTION! The right to any compensation for loss or damage lapses if:

  • The item was not shipped with our designated shipping company.

  • The item was not shipped with the shipping label provided by us.

  • There is no proof of shipment.

  • The claim has not been made within 14 days of shipment.

Restocks reserves the right at all times to exclude lost shipments from compensation.

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