Despite all strict measures, it can happen that an item is lost or damaged during transport. Should this occur to you, please contact our support team within 3 days of the delivery date with the subject line “Lost shipment” and clearly state your order number and the problem in your message. After the period of 3 days it is no longer possible to start an investigation and the shipment is excluded from any compensation. If changes have been made to the delivery of the item through the shipping company, it may no longer be possible to make a claim.
It has been more than 3 business days since the item shipped and the tracking information shows no new updates:
Send a message to our support team with the subject “Lost shipment” and clearly state your order number and the problem. Restocks always starts an investigation with the shipping company to come to a good solution as quickly as possible. Keep in mind that such an investigation takes an average of 3-4 weeks.
The tracking information indicates that my package has been delivered, but I have not received it:
Tip: Check with the neighbors if the package was accidentally delivered there.
If the package is still not found, please send a message to our support team with the subject “Lost shipment” and clearly state your order number and the problem. In order to start an investigation, we ask you to fill in a sworn form. Restocks always starts an investigation with the to find out what happened to the package. Keep in mind that such an investigation takes an average of 3-4 weeks.
I received my item damaged:
Send a message to our support team with the subject "Damaged Package" and clearly state your order number and the problem. The support team will assess the damage and come up with an appropriate solution if necessary.
I have received an empty shipping box:
Send a message to our support team with the subject "Empty Package" and clearly state your order number and the problem. Restocks always starts an investigation with the shipping company and can therefore view the weight of multiple weighing moments during transport.