If your package has been lost (not delivered after 60 days from the dispatch date) or seized, you are eligible to request a reship or refund.
Please contact our customer service with all the details: seizure letter/envelope face side (please do not dispose of the envelope upon receiving the seizure letter), tracking number, and order number.
Our team will promptly take care of your situation.
Please note:
For safety reasons, we do not provide cash refunds. The refund can only be issued in store credit to your prepaid wallet.
Seized packages shipped from EU Warehouse 3 can be reshipped only if an alternative shipping address is provided.
The package can be re-shipped after receiving a letter from customs or 75 days after the dispatch date has passed. This is a temporary measure due to the high overload of US customs lately, causing packages to be stuck for weeks before successfully passing through.
Any undelivered package can only be claimed within 360 days after the dispatch date. We cannot accept claims after this period as it becomes very difficult to investigate after such a long time.
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