We do not consider a parcel lost until we have filed a missing parcel report with PostNord and have got a response from them, confirming the parcel to be lost. Once this has happened, if you chose the “Insured” shipping option, we can replace the parcel or refund you. We will confirm your address during this process. Please note that this process takes some time (PostNord can take up to 90 days to investigate), and that we will not issue any refund or re-send any products before PostNord has confirmed the parcel as lost.
We do not replace or refund parcels that did not arrive because they were not picked up in time, or sent back to us and lost in transit, or if the name/address you provided as the shipping address was incorrect (this includes if your local delivery returns the parcel claiming that you are “unknown” at the address you provided). If the parcel is returned to us for any reason that is not directly our fault, we will not refund the shipping cost and will require you to pay for re-shipping if you want us to re-send the parcel.
If you want to make a claim that your package have been lost, you need to contact us by submitting a “Support ticket” via My account” (unregistered users can submit a ticket here). You need to specify your order number and tracking number and we will then file a report with PostNord. Please try to make sure that the parcel is indeed lost before contacting us, by tracking the parcel (read more about how to track your order here) and contacting your local post office. Also make sure that you have allowed enough time to pass, at least one week longer than the expected delivery time to your country, and more around the holidays! (Read more about expected shipping times here.)
When a parcel has been confirmed lost, we will compensate you either by replacing the order, by giving you store credit or by making a refund to you. The decision to replace a lost parcel is at our discretion, and if we feel that it may likely be lost again, we may opt to compensate you in some other manner (store credit or refund).