July - Help Centre (AU) logo
July - Help Centre (AU) logo

All articles

My order appears to have been lost!Updated 2 months ago

A package is typically considered "lost" 15 days after the package has been dispatched. If it has been 15 days since your package has been dispatched (initial scan by the delivery provider) and your package has not arrived, please contact us immediately. If it has been more than 30 days since your package was mailed, we unfortunately cannot re-ship your item or offer a gift card replacement. Lost packages must be reported within 30 days of mailing for Premium Package Protection to be valid.

We’re here to help and we want to resolve any claims as quickly as possible. In doing so, we may need some information from you, such as photos of items damaged in transit. 

If Premium Package Protection was not purchased on your order, an investigation will need to be conducted by the courier before a resolution can be provided. If your order appears to be missing, please contact the courier and lodge an enquiry and our team will be happy to assist with any further details that will be required for your query.


Please note: Each claim is assessed by our team, and reviewed thoroughly to ensure a timely resolution for any of the aforementioned delivery issues. July reserve to the right to reject any claims that do not meet criteria, and in the event of such, the customer will need to pursue a resolution via the courier or local authorities in the event of delivery theft.

Was this article helpful?
Yes
No