Shipping policy
1. Delivery incidents (shipping carrier)
If your order shows as "delivered" in the carrier's system but you did not receive it, report it within 3 business days of the notification.
Required evidence:
- Order number
- Full address (with references)
- Photos or additional evidence to support the investigation
- Official ID and proof of address (only if the carrier requests it; you may hide sensitive data)
Resolution timeframes: The carrier's investigation may take up to 15 business days.
2. Orders with missing items
If your order arrived incomplete, you must notify us within the first 48 natural hours of receiving it.
Required evidence:
- Order number
- Photos of the packaging and label
- Official ID
Failure to provide evidence within the established timeframe may result in case closure without resolution.
