Please make sure to provide supporting details/photos in the ticket and do not contact the merchant or place a new order for the lost product before receiving the approval to do so from the Customer Support Team.
Potential Delivery Issues and How to Proceed
When you order a product, you expect it to be delivered on time and in good condition. Unfortunately, sometimes things don't go as planned. Your order may get lost in transit, or it may be cancelled by the platform or seller. You may receive a damaged item or not receive it at all. These are all frustrating situations, but they are not uncommon. Here are the different delivery issues that you may encounter and how to resolve them.
Order Lost
We're sorry to hear that your order might be lost. Sometimes, despite the best efforts of the shipping company, orders get lost in transit. If your order hasn't arrived by the expected delivery date, the first step is to check the tracking information. If the tracking shows that the order is still in transit, you may need to wait a little longer. However, if the tracking information shows that the order has been lost, you should contact us immediately to determine next steps.
Order Cancelled by Platform
Sometimes, orders may be cancelled by the platform or seller for a variety of reasons. This could be due to a stock issue, a pricing error, or other unforeseen circumstances. If your order is cancelled, you should receive a notification from the platform or seller explaining the reason for the cancellation. In this case, please provide us with this notice from the platform and we will let you know how to proceed.
Order Undeliverable
In some cases, orders may be marked as undeliverable due to issues with the shipping address or excessive damage to the package. If your order is marked as undeliverable, please contact us (bottom right) at your earliest convenience to assist.
Item Not Received
If you receive a notification that your order has been delivered, but you have not received it, the first step is to check the tracking information. It's possible that the order was delivered to a neighbor or left in a secure location. If you still can't locate the order, please contact us at (bottom right) for guidance.
Damaged Item
If you receive a damaged item, the first step is to take photos of the damage and to share them with us for our records. We will then recommend next steps for a resolution.
Shopping online can be a convenient and enjoyable experience, but it's important to be prepared for unexpected delivery issues.
We will typically approve a reorder or replacement, but there are often special circumstances in which we cannot recommend this so it's important to reach out to us before doing anything else. By following these steps, you can ensure that your online shopping experience remains hassle-free.