What happens if my parcel is lost?Updated 15 days ago

If your parcel is confirmed as lost in transit, we will work with the courier to investigate and resolve the issue.

In most cases, parcels are not lost but delayed. However, if a parcel is officially declared lost by the carrier, we will take the appropriate next steps.

What is considered a “lost” parcel?

A parcel is only considered lost when:

• There have been no tracking updates for an extended period
• The courier has completed an investigation
• The carrier confirms the parcel cannot be located

Until this process is complete, the parcel is considered delayed, not lost.

What happens next?

If your parcel is confirmed as lost:

• We will lodge a formal investigation with the courier
• The courier will attempt to locate the parcel
• If confirmed lost, we will review the outcome and provide a resolution

This may include a replacement where appropriate.

What you should do first

If you believe your parcel may be lost:

• Check your tracking link for the latest updates
• Allow for potential delays in transit or scanning
• Confirm your shipping address is correct

If there has been no movement for an extended period, you can contact us and we will begin an investigation.

Important things to understand

• Most “lost” parcels are actually delayed and do arrive
• Investigations must be completed before any resolution is provided
• Timeframes for investigations depend on the courier

Our role

We will always assist by:

• Contacting the courier on your behalf
• Following up on the investigation
• Keeping you informed where possible

Important

Once an order has been dispatched, it is in the hands of the courier. Lost parcel claims are subject to courier investigation outcomes. Delays or investigations do not qualify for cancellations or refunds.