Parcel lost or stuck in transit

Tracking not moving for days? Here's our lost-parcel protocol.

Tracking stuck with no updates? Most parcels are just delayed — but here's exactly when and how we step in.

First: the 48-hour check - Couriers sometimes skip scans. If tracking hasn't updated for 24 hours, wait and check again. - Still nothing after 48 hours? Contact us via WhatsApp with your order number — we'll investigate with the courier directly.

Our investigation - We raise the case with the courier and trace the parcel through their network. - We'll keep you updated on what we find — you don't need to chase the courier yourself.

If the parcel is confirmed lost - Once the courier confirms the parcel is lost, we make it right: a replacement or refund/store credit, depending on stock and your preference. - You won't pay anything extra for a courier-confirmed loss.

Keep your proof - Always save your order number and dispatch message until the parcel arrives.

Q: How long should I wait before reporting stuck tracking?

If tracking hasn't updated for 24 hours, wait and check again. Still nothing after 48 hours? Contact us — we'll investigate with the courier directly.

Q: Do I need to chase the courier myself?

No — we raise the case with the courier and trace the parcel through their network, and keep you updated on what we find.

Q: What if my parcel is confirmed lost?

We make it right: a replacement or refund/store credit, depending on stock and your preference — you won't pay anything extra for a courier-confirmed loss.

Q: What proof should I keep?

Always save your order number and dispatch message until the parcel arrives.

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