Product lost, missing or damaged in transit, what now?Updated 2 months ago

Encountered an issue with your package being lost or damaged? Here's how we can assist you:

1. Contact Us Immediately: If it appears that your package is lost, missing or damaged in transit, please don't hesitate to email us at [email protected] right away.

2. Lost Parcels: If your package goes missing, rest assured that we'll take all necessary steps to assist you in locating it. In the event that it is deemed lost in transit by the postal service, we'll send you a replacement at no additional cost. See here if you believe your order has been delayed. 

3. Delivered but Missing: In the event that it is deemed lost in transit by the postal service, even though it is marked as delivered, contact us within 7 business days from delivery, we'll send you a replacement at no additional cost. If our team is notified beyond this 7 day period, you may not be eligible for a replacement. 

4. Damaged Product: If your item arrives in an unacceptable condition, please provide photos of the damage in your email to us. We'll then arrange to send out a replacement item to you promptly.

⚠️ Wrong Address Disclaimer

It is the customer’s responsibility to enter the correct shipping address. Due to fast processing times, there is often a limited window to correct mistakes.

If you notice an error, contact us immediately via the chat or email [email protected] immediately after placing your order. We’ll do our best to update the address before shipping — but we can’t guarantee changes will be possible.

📦 Lost or Stolen Packages

If your package is marked as delivered but cannot be found, here’s how we handle it:

• If the carrier is at fault, we’ll usually reship the order at no cost.

• If the package was delivered to the correct address, but is stolen, we’ll assess the situation on a case-by-case basis — but we can’t guarantee replacement.

• You’ll receive your tracking number via email. Once tracking has been provided, responsibility for delivery lies with the carrier and customer.

If you selected an untracked shipping option, we may not be able to assist further once the package is dispatched.