If your order is lost in transit
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Shipping Delays and What to Do
While most international shipments arrive on time, occasional delays can occur as parcels move through global postal networks or customs.
When to Contact Us About a Delay:
- Domestic (US/UK/EU): If your order has not arrived within 7 days of the estimated delivery date provided by the tracking.
- Rest of World: If your order has not arrived within 14 days of the estimated delivery date provided by the tracking.
If your tracking has not updated for 5 or more working days, you may consider getting in touch.
Our Process for Lost Parcels:
We take full responsibility for ensuring your order reaches you safely. However, we often must wait for the carrier’s ‘Search Window’ to close before we can officially declare a parcel lost and issue a replacement or, in exceptional situations, a refund.
Formal Lost Parcel Investigation Initiation:
- UK/EU/US: After 15 days have passed since dispatch.
- International (Rest of World): After 30 days.
Please note that we do not offer a guaranteed delivery date service, but we are committed to fulfilling all orders without undue delay.
If you need help now, please complete the form below as soon as possible.