What Should I Do If My Package Is Lost?Updated 25 minutes ago
If your tracking hasn't updated for a while, or your parcel is showing as delivered but you can't find it, don't worry — there are a few things you can check first.
Check Your Tracking
Start by checking the latest tracking information for your parcel. Please keep in mind that we generally have access to the same tracking updates you can see.
If your parcel is marked as delivered, we also recommend:
- Checking around your property and any safe places where the parcel may have been left
- Checking with other members of your household
- Checking with neighbours, reception or building management, where applicable
Contact Australia Post
If you still can't locate your parcel, please contact Australia Post about a delayed or missing parcel.
Australia Post may be able to provide additional delivery information or investigate with the local delivery facility.
Then Contact Us
If Australia Post can't resolve the issue, please email us at [email protected] with:
- Your order number
- Your Australia Post enquiry or case reference, if you have one
- Any information provided by Australia Post
We'll then investigate the delivery from our side and work with the carrier to resolve the issue.
What Happens Next?
Depending on the circumstances, we may ask you to complete a written declaration confirming that you haven't received the parcel. This helps us investigate the delivery and submit the necessary documentation to the carrier.
Once the investigation is complete and the parcel is confirmed as lost or incorrectly delivered, we'll arrange the appropriate resolution, which may include sending a replacement or issuing a refund.
Nothing in this process limits your rights under Australian Consumer Law.