What happens if the carrier lost my order ?

DELIVERY

What happens if the carrier has lost my order?

Rare but possible. If you think your parcel is lost, contact us as soon as possible: we open a carrier investigation and keep you informed.

QUICK ANSWER

	Report the incident via the form with your order number and tracking number.
	We open a carrier investigation (indicative timeframe: 5 to 10 business days depending on the provider).
	At the end: reshipment of the order (if in stock) or refund; a suitable equivalent if the part is no longer available.

BEFORE WRITING TO US

Tracking

Check the latest scan of the parcel.

Surroundings

Neighbour, concierge, reception, mailbox, gate.

Address

Confirm the delivery address on the order.

Proof of delivery

If « delivered »: check the signature / photo if available.

HOW THE INVESTIGATION WORKS

1	Submission We send the request to the carrier with your case file.
2	Locating The carrier searches (depot, agency, pickup point, wrong round).
3	Result Parcel found and delivered, returned to sender, or declared lost.
4	Follow-up We keep you informed; timeframes vary by provider and period.

OUTCOME & RESOLUTION

Parcel found

Delivery resumed or reshipment if needed.

Loss confirmed

Free reshipment or refund.

Part unavailable

A suitable equivalent offered, or a refund.

DOCUMENTS THAT MAY BE REQUIRED

	Order number, contact details, full address.
	A sworn statement of non-receipt and, depending on the case, proof of identity (carrier requirement).
	If the parcel was delivered empty/damaged: photos of the parcel and the label.

FREQUENTLY ASKED QUESTIONS

Tracking says « delivered » but I received nothing.

Check with neighbours/pickup points/mailbox then open a claim: we will request the proof of delivery from the carrier.

How long do I have to report a lost parcel?

Report it as soon as possible; the faster you do, the more effective the investigation.

Can you refund me before the investigation is over?

In general, the solution comes at the end of the investigation; we review each case to limit the wait.

Give us your order and tracking numbers: we'll open the carrier investigation.