Loss of a customer package
If a parcel is lost, we undertake to return the product or refund the customer only after the carrier has officially declared the loss of the parcel.
This does not apply to products indicated as "delivered": if your customer tells you that they have not received their parcel, but the tracking system indicates that it has been delivered, we will not be able to refund or reship the order.
If your customer tells you they can't find their parcel, it's up to you to decide, but if you want it reshipped you'll have to place a new manual order.
Packages returned to us because they have been misdirected or not claimed can be reshipped, subject to a reshipment fee, but will not be refunded.
This does not apply to products indicated as "delivered": if your customer tells you that they have not received their parcel, but the tracking system indicates that it has been delivered, we will not be able to refund or reship the order.
If your customer tells you they can't find their parcel, it's up to you to decide, but if you want it reshipped you'll have to place a new manual order.
Packages returned to us because they have been misdirected or not claimed can be reshipped, subject to a reshipment fee, but will not be refunded.
Updated on: 26/09/2024
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