We know it can be frustrating waiting for an item to arrive, and will do everything we can to resolve any problems with delivery.

If the tracking details associated with your item seem to have been inactive for more than 2 working days, or your order is marked as delivered but you haven't received it, please contact us via this form. 

We'll contact the carrier for you to find out more about the situation and try to get your package released for delivery.

If it’s confirmed that your package has been lost, we will open an investigation with the carrier.

To do that, we'll need the following documents:

• A sworn statement, in which you clearly state that you have not received your package. Please include the following information in the statement:
  • The date
  • Your full name
  • The delivery address
  • Your item's tracking number
  • Your Signature
• A photo or scan of a valid ID.

For ease, you can send us legible, clear photographs or scans of these documents. 

Good to know: For the carrier to successfully run a search for your package, you must contact us within 30 days of shipping.