Lost Shipments - AustraliaUpdated 7 months ago

If your tracking shows your order has been delivered, but you can’t find your package we will always do our best to help!

We ask that you first to look around your home or apartment complex and ask family, roommates, neighbors, and building management if they have seen your package.

If you still have no luck in locating the package, then please contact Australia Post yourself in addition to emailing us. Please email us at [email protected] and be sure to include your name and order number in the email.

Once you've emailed us, we will also open an investigation with the shipping carrier where every step and details of the delivery is checked and the driver that delivered package is interviewed if possible. Due to formalities and time differences, the process of gathering information with the carrier may take more than 5 business days.

After the investigation is completed, if your package is declared lost by the carrier, we can then discuss a replacement.

Please keep in mind that if you gave Australia Post the authority to leave your package without your signature and the carrier has confirmed that all required steps were taken on their end to deliver your package correctly, we will not be able to help with a refund or replacement as you have accepted liability for the package by waiving the signature requirement.