We know how frustrating it is when a package gets lost in transit. If the tracking information for your shipped item has not been updated for more than 2 working days, we can look into the situation for you with the carrier.

It will really speed things up if you are able to provide the following information we’ll need to open an investigation:

• The name of the shipping company
• The date your item was picked up / deposited with the courier or post office
• The item reference
• A copy of your ID

Once you have everything ready, click 🔍  here to get in touch and our Customer Care team will open an investigation with the carrier directly. They’ll also personally follow the investigation and keep you updated as it progresses.

Once the delivery problem is flagged with the carrier, it can take between 15 days and a maximum of 30 days to receive a conclusive answer from the carrier.

Rest assured we will keep you updated along the way until the issue is resolved. If the carrier confirms that the parcel was lost in transit, you will be paid for your item.

💡 Good to know - In order be reimbursed for a lost item, you must have used a Vestiaire Collective prepaid shipping label.