For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.

We may ask for your help in the investigation. It would also be good to advise your customer to get in touch with their local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but your customer thinks they haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.