If the entire package has not arrived within 30 days of dispatch, contact [email protected] with your order number and tracking details. If the carrier confirms that the shipment was lost or returned because of a logistics error, eligible customers may choose a free reshipment or refund.
Lost-package coverage applies to qualifying:
- Free Express orders sent to the United States, United Kingdom or Australia
If the package arrived but a product is missing or incorrect, keep all contents and packaging. Email support with:
- Your order number
- A list of missing or incorrect products
- Clear photographs of the parcel, shipping label, packaging and everything received
- Any visible signs of damage or tampering
After verifying the claim, support will arrange shipment of the correct or missing product at no additional cost or confirm whether a refund is available. Claims remain subject to the shipping and refund terms applicable when the order was placed.