My customer's order is lost: what should I do?

Upon delivery, in the event of loss, we undertake to return the product free of charge or refund the customer only after the carrier has officially declared the loss of the package.

So, if an order is marked as 'delivered' by the carrier the order is not eligible to a new shipment.

Packages that are returned to us due to an incorrect address may be reshipped for a reshipping fee, but cannot be refunded.

These conditions apply to all packages with tracking, if you decide to ship without tracking, we cannot be held responsible for non-receipt of the order.

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