The courier selected at checkout is responsible for your delivery. 

If you think your order is lost or stolen, please start by contacting the courier for assistance.

▪ Check with members of your household and neighbours if they've accepted the parcel.
▪ Look around the front of your property for any missed deliveries.
▪ Check for cards, SMS, or emails that might indicate your package was delivered to a local post office.

Purchased "Checkout +"?

If you’ve added Checkout + to your purchase and still can’t find your package, you can file a claim HERE.

For our Customer Care Team to investigate, they will need:
▪ the email correspondence  between yourself and the carrier for their investigation. 

Please be patient as resolutions may take some time. Our team will guide you through the process.

If you're unable to provide the requested information or cooperate with the investigation, it may impact our ability to resolve your claim.

Deliveries to Apartments & Business Addresses

For deliveries to apartment buildings, shared residences, or business addresses, a parcel is considered successfully delivered if it has been accepted and signed for by an authorised person, such as a concierge, building manager, reception staff, or mailroom.

If you require your parcel to be delivered directly to you, we recommend using Australia Post Parcel Collect or a Parcel Locker at checkout, where available, to help ensure a secure delivery.

Parcel marked "Return to Sender"?

If your parcel has been marked as Returned to Sender, please continue to monitor the tracking until it has been delivered back to our warehouse.

Once your parcel has been received and processed by our warehouse, our Customer Service team will contact you with available options.

Refer to Return to Sender for more information.

Please Note: Response times will not be immediate, as our team must first receive and review your returned parcel before we can provide the available resolution options.

Courier Updates

• Australia: AusPost Service Updates