What if my package is delayed or lost?

Delays may be caused by many factors, including overloaded postal systems (during busy periods), postal staff strikes or shortages, cyber attacks on postal systems, natural disasters, severe weather, and other unusual events. 

Customs and import restrictions may also impose significant delays beyond our control. Due to varying timescales for international customs procedures, if you do not receive your order within 30 days of the original dispatch date, we reserve the right to review the missing or delayed order on a case by case basis. 

Delays may also be caused by failed delivery attempts (i.e. no one is home to receive the order). 

Lost packages

Packages can get lost due to a mistyped or incorrectly formatted address. To avoid the cost and inconvenience of having to re-order, be sure to double-check your data entries! We cannot offer free replacements for orders not received due to an incorrect address. 

Occasionally packages get lost even when the address is accurately recorded. This is more likely with postal services than courier services. Since packages may be mistakenly delivered to the incorrect address due to human error, we advise checking in the vicinity, with neighbours, and so on. 

In the event that an order is not received within 30 days of ordering (and assuming the address was inputted correctly when the order was made), we’ll send a replacement free of charge, no questions asked.