We know how disappointing and 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 shipping company. 

To help us investigate this for you as quickly as possible, please prepare the following documents before clicking 🔍 here to contact us:

• 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

The Vestiaire Collective team will then pass this information to the relevant carrier, who will begin their investigation. We will then personally follow the investigation.

Once the issue is flagged, it can take between 15 days (average reply time) and a maximum of 30 days to receive feedback from the carrier. Rest assured we will keep you updated along the way until the issue is resolved.

💡 Good to know - To be reimbursed, you must have used a pre-paid shipping label provided by Vestiaire Collective and have kept proof of shipping.