Lost in Postage Policy

 

We understand how disappointing it is when a parcel does not arrive as expected. If your order is believed to be lost in transit, the following process will apply:

Parcel InvestigationWe will first work directly with the courier/postage provider to investigate and track your parcel.

Claim SubmissionIf the parcel cannot be located, a claim will be lodged with the courier/postage provider for either the value of the parcel or recovery of the shipment.

Resolution and Refund/ReplacementOnce the courier/postage provider has completed their investigation and a resolution has been reached, we will provide one of the following:

A refund for the value of the purchased items, or

A replacement of your ordered product(s), subject to availability.

Please note that refunds or replacements cannot be issued until the courier/postage provider’s investigation and claims process has been completedWe appreciate your patience and understanding while we work to resolve any lost parcel issues as quickly as possible.