Once an item has been shipped, you will receive a tracking number indicating the estimated date of delivery.
In rare cases the orders shipped may go missing or damaged during transit. In such cases, we will work with you and the courier service to resolve this issue.
Items Lost in Transit
For items that have been shipped and have exceeded their estimated date of delivery by more than 1 business day, we suggest that you should contact the delivery service in the first instance. The delivery service will then lodge an enquiry on your behalf and attempt to locate the consignment. If it has been missing for more than 4 business days since the estimated date of delivery, please contact us to let us know and we will escalate the issue with courier service.
After he enquiry has been lodged with the courier service the parcel either be:
- located and delivered to you as soon as possible. Or
- if the courier service advises us that this parcel cannot be located and is deemed 'lost'
Note: Usually such searches for the missing parcels are extensive and can take considerable amount of time ranging to several days.
Should your item be deemed lost, we will work the courier service on your behalf to arrange compensation for the lost item.
Items Damaged in Transit
Occasionally, items may get damaged during transit. In such cases please contact us immediately. Sometimes only outer packaging may be damaged but the product inside will be safe and undamaged. We recommend carefully inspecting the actual product before consider any other options.
If the it was established that product was damaged in transit before it was delivered to you, we will organise for the item to be returned to us we will work the courier service on your behalf to arrange compensation for the lost item.