How to raise a lost parcel investigation

If your tracking information does not show any scans or you stopped seeing scans after 2-4 days your parcel may be lost. If your item is lost, you must contact us within 30 days of the collection date.

Ideally you will need to provide us with images of the parcel and contents and tell us any defining features of your parcel and contents:

• Any marks or additions on the outside of the box, such as “fragile” stickers, distinctive tape, or text.

• A description of the contents of your parcel.

• Any serial numbers or identifying numbers of the contents of the parcel.

• Did you put the space label we provide you with inside the box?

Note lost package investigations take 14 calendar days, and are unable to update you during this period. We know this is frustrating, but carriers require this time to search all locations.