What happens if my order is Lost in Transit?

If an item/ parcel is confirmed to be Lost in Transit by the courier, our customer service will contact you immediately. You will be provided with an option to get a replacement or a full refund of the item that has been lost. 

Replacement will be subject to availability and our team will inform you of an estimated dispatch timeframe.
 
Please note that once an item is shipped out from our Distribution Centre, the courier has full control of the delivery, unless they've notified us in advance of any unexpected situation.
 
If there is no delivery update for a long period of time since your order has been shipped, please check the tracking details. You can contact Australia Post or Zookal directly, to further assist you.