Lost & Broken

Lost & Broken / Damaged Items Policy

1) Overview

We want you to receive your order in perfect condition. If your parcel is lost in transit or your item arrives broken / damaged, we’ll help resolve it as quickly as possible.

2) If your parcel is “Lost” (Not delivered)

Your order may be considered lost if:

• Tracking shows 

  no movement

   for an extended period

• The parcel is marked delivered but you 

  didn’t receive it

  Please don’t worry - we’re here to help.

  Kindly contact our support team with your order details. We will promptly investigate the issue with the courier service and keep you updated until it is resolved.

What to do

• Contact us within 

  7 days

   of your order date 

  2 days

   after expected delivery

• Provide:

  • Order number
  • Full delivery address
  • Phone number
  • Tracking number

     (if available)

Resolution (after verification)

• Replacement shipment

   (if stock available)

3) If your item is “Broken / Damaged” on delivery

If your item arrives damaged, please report it within 48 hours of delivery.

Required proof

• Clear 

  photos of : 

• • Damaged item

  • Packaging (outer + inner)

  • Shipping label

• Optional but helpful: 

  unboxing video

Resolution options

• Replacement

   of the same item (subject to stock)

• Refund

   after review/approval

• Store credit

   (if you prefer)

4) What is NOT covered

This policy doesn’t cover:

• Damage due to misuse wear and tear, or incorrect handling after delivery
•  After the allowed reporting window
• Incorrect address/phone provided by customer causing non-delivery
• Minor packaging dents where the product is not damaged (optional - remove if you want)

5) Processing time

• Investigation/approval: 
• 1–3 business days
• Replacement dispatch (if approved): 
• 15 business days
• Refund timeline: depends on payment method/bank processing