An item is missing from my order. What’s next?
If something is missing from your parcel, please check a few details before contacting us.
First, check the basics
- Review your shipping confirmation email — some orders are shipped in multiple packages.
- Log in to your account and check Account → Paid Orders to see if there are multiple tracking numbers.
- Verify the contents and packaging, including smaller inner boxes or sleeves.
If the item is still missing
- Go to Account → Paid Orders, find your order, and click “Open Support Request.”
- Include your order number, a short description of the missing item, and photos of the packaging (inside and outside).
What happens next
- Our team will verify the shipment and confirm whether the item was sent separately or needs to be replaced.
- If confirmed missing, we’ll reship the item at no cost or provide another suitable solution.
Time limit
- Missing items or shipment issues must be reported within 7 calendar days after delivery, as stated in our policy.
See also
