I have not received my parcel and would like to report it as lost

If your parcel has not arrived and you have reasonable grounds to believe that it has been lost in transit, please contact our Customer Service team.

Before submitting a report, we recommend that you:

• Check the tracking information.
• See if you have received any delivery notifications from the carrier.
• Check whether the parcel has been delivered to a collection point, neighbour, or another designated delivery location.
• Keep in mind that delivery delays may occur, especially during periods of high demand.

To help us assist you as quickly as possible, please provide your order number and a description of what has happened.

Important information

Reports of lost parcels must be made within a reasonable time after you discovered, or should reasonably have discovered, that the delivery had not arrived. In order to investigate a case, we rely on information from the carrier, and such information is only retained for a limited period of time.

We therefore cannot guarantee that claims reported long after the expected delivery date can be investigated or compensated.