Before reaching out, please do the following first:
1. Confirm the delivery address you've provided is correct by checking your order confirmation or shipping notification email.
2. Check your order's tracking which is linked in your shipping notification email. Alternatively, you can copy the provided tracking number and view the tracking details via 17track. If your order has not been delivered 2 - 3 weeks after its dispatch date and there are no further tracking updates, please visit or contact the destination country's designated postal service to ask about its delivery status.
3. If tracking states your mail has already been marked as 'Delivered' but you did not receive it, please check if it was received and signed by someone else living with you. If it was not, please contact your postal service immediately to inquire about your mail.
4. If your mail is to be delivered to a mailroom or P.O box, please ask the relevant person in-charge about the possibility of your mail being misplaced or stolen. A mail theft report will have to be filed if it was stolen.
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Common Occurrences
Failed attempts at delivery
The destination country's postal service may have been unable to deliver for various reasons (eg. unclaimed mail, being unable to reach your door due to obstructions or severe weather conditions) and may attempt a re-delivery OR request you to collect your mail in-person. If left unclaimed, your postal service will forward your mail back to the sender's address after 30 days. Tracking details will usually show if an attempted delivery has been made or need you to collect your mail in-person.
Unpaid import taxes, duties, tariffs, etc
Import taxes may be charged prior to or upon delivery. Failure to pay for these fees in a timely manner will result in your mail being forwarded back to me, which can take as long as 1 - 3 months to be returned.
Customer moved to a new address
If you moved after an order has been shipped out, please call or visit your local post office to have your mail redirected to your new address as soon as possible.
Customers who fail to do this in a timely manner will have their mail accepted (stolen) by the new owner of their previous address or will have their mail returned to the original sender.
Any returned mail for the above reasons can be reshipped to the customer again after the shipping fee is paid for.
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Rare Occurences
Delivered to wrong address
An incorrect address may have been provided during checkout, or it may have been accidentally delivered to the wrong address by your mailman due to human error. The destination country's postal service may be able to retrieve your mail if it has been marked as 'Delivered' recently, as they can retrieve the GPS coordinates of where the mail was marked as delivered.
Mail theft
If you suspect your mail to be stolen, please contact your country's postal service with your tracking number and identification on hand. If possible, ask them for the GPS coordinates of where the package was marked as delivered. Google Map the address provided and see if it's a house, apartment building or business. A mail theft report will have to be filed, please check with your local postal service on how to proceed with one.
Undeliverable mail
This is an old issue that used to happen if a shipping label gets damaged or removed accidentally during transit. As of 2024, all packages will come with at least 2 - 3 shipping labels and/or a handwritten address.
Mail lost in transit during handling by the destination country's postal service cannot be replaced or refunded out of pocket. I do not have control over mail once it is in the possession by the destination post, nor do I have more information than what has already been provided regarding its delivery progress. Online tracking is provided for all international orders after it has been shipped out, so please view and follow its progress as much as possible.