Lost/stolen shipment

This article provides actions and steps to follow if your package gets lost or stolen.

What should I do when my package gets lost or stolen?

If your order gets lost in transit, stolen (after it has been delivered), or if the tracking information states "delivered," but the shipment is not in your possession, you should contact our Customer Service.

The steps you need to follow to resolve your situation:

Step 1: Checking the area

Check the surrounding area, as the courier may have dropped off your package at your neighbor's address or somewhere else in close proximity to your address.

Step 2: Contacting the courier

Please contact the courier service and explain the situation if you cannot locate the package.

Step 3: Submit the "EK Shipping and Orders Support" request 

If you are still unable to locate your package, we advise you to open a request with EK Shipping and Orders Support. Please add all relevant information when submitting your support request, including your order number, the circumstances, etc., and explain the situation in detail so we can help you resolve your case promptly.

Note: If you used DPD as your shipping method, make sure to provide us with the Legally binding declaration as well.

What if I already opened my support ticket?

If you have already opened your support ticket and haven't done the steps described above, please do so and update your ticket with all the relevant information so we can help you resolve your issue promptly.

What happens next, and what are the possible outcomes?

Once all the necessary steps mentioned above have been taken, we open an inquiry with the courier to find out what happened to your shipment. The courier then looks at it and informs us of the findings.

There are several possible outcomes for your "lost shipment" case:

Outcome 1

The courier locates your shipment and delivers it to you.

Outcome 2

The courier returns the shipment to our warehouse. This can be due to a mistake in the shipping address or the receiver of the package cannot be reached; sometimes, an error occurs in transit, etc.

When the package is returned to our warehouse, we investigate the reason for the return and act accordingly:

• If the courier or we made the mistake, we can ship your package again or issue a full refund, whichever option you prefer.
• If the package is returned to our HQ due to the recipient's mistake (you in this case), we can ship the package again, but we would require you to pay the additional shipping costs. We can also issue a refund for the purchased products, excluding the shipping costs.

Outcome 3

The shipment is declared lost. If the shipment is declared lost, we can ship your package again free of charge or issue a full refund.

Sadly, before the inquiry is resolved or the shipment is delivered, we cannot proceed with the refund or ship your package again.