Last updated: 9 December 2022
1. What do you mean by delivery guarantee?
It means we guarantee delivering your package to the address you've designated when placing the order. Tracking details is available for all orders, so you can monitor where your shipment is. You wwill also receive shipment notification email* when your package is "out for delivery" or " delivered".
Please note that this guarantee does not apply if you’ve submitted an incorrect address, including apartment number, street name and number, postal code and country. (For updating of address, please refer to Q5 below.)
*Shipment notification email may be unavailable should there be delay in status synchronzation across tracking platforms. This depends on local courier’s feedback system, and is not a guanranteed service.
2. What can I do if my package is lost during delivery?
Please write to us right away at firstname.lastname@example.org if you notice any abnormality with your shipment. We will work with our courier partner to see if the issue can be rectified quickly, and in some instances we may ask you to contact the local delivery company directly.
In case your package is lost during transit, or that the delivery time has exceeded our estimates for 10 business days (exception applies to remote areas) and your package remains undelivered, we will re-issue a new package to you at no additional cost.
3. What if my package was stolen?
We shall not be responsible for any lost or stolen items once the packages are declared “delivered” by the courier service.
4. I haven’t received my package but the tracking result has been marked “delivered”. What should I do?
You will be responsible to liaise with the local courier company directly to launch investigation.
Please first check your mailbox, your household surroundings and with your neighbours to see if the package is left with them. In rare cases, package may show as 'delivered' but could take additional 24 hours. If you are unable to locate your package, please write to us to reconfirm the shipment status. If your package has indeed been confirmed as delivered by our courier partner, you will be asked to contact the local courier company for investigation and necessary arrangement.
We shall not be responsible for any stolen or repeated lost items once the packages are declared “delivered” by the courier service, and redelivery will not be arranged in any scenarios once your package has been marked "delivered", unless proven that your package is indeed lost during transit.
5. I've just realised that I've inputted the wrong address. What should I do now?
Updating of the shipping address is impossible if the package has been dispatched. In case of fail delivery attempt due to incorrect information, we will not reissue the order. However, in some instances, redelivery may be arranged with a small fee. Please write to us at email@example.com and we can work together to explore alternative options.
Updated 9 December 2022:
1. Enhanced guarantee for delayed delivery exceeded our estimated shipping time.
2. No redelivery will be arranged for lost packages once your package has been marked "delivered".
Still have questions?
Visit our full Shipping Policy for estimated delivery schedule and arrangements.