Send our customer service a message within 14 days after shipment and use “Missing parcel” as the subject line. 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.