This will usually take a week, but can take up to 3–4 weeks. We will endeavour to get it from our supplier as fast as possible. When you order a product on backorder, this means that we currently do not have the product in stock. Neither us nor the courier can be held liable for the loss of the parcel. Please be aware that if you gave authority to leave your parcel unattended, you waved any rights to a replacement or refund. Read the information in these links before submitting an enquiry. Most parcels are recovered and delivered during this time though. Depending on the outcome of the investigation, we may decide to send a replacement if the parcel is considered lost. During this time, unfortunately, we can not intervene.

Sendle will launch an investigation that should last about a week. If the carrier is unable to locate your items, please contact us and we will help lodge an enquiry for you.

You will need to quote your tracking number in order to report a missing parcel. The tracking information is on your order confirmation email and you should have received tracking updates by emails directly from the courier. Please report the missing parcel to either Australia Post or Sendle depending on the courier that was used for your parcel. It’s important to us that every parcel completes its journey safe and sound, but we cannot be held responsible for a parcel returned to us, or lost when marked as delivered in a safe place by Australia Post. If a receiver is not home, Australia Post may decide to leave the parcel in a safe place, unless a signature is required.Īustralia Post may opt to bring the parcel to the nearest collection point (Post Offices). We cannot be held responsible for a parcel returned to us. If this is the case, Sendle may opt to have these parcels returned to the sender. It’s important to us that every parcel completes its Sendle journey safe and sound, but we appreciate that some locations may not have nearby collection points to make this possible. Collection points may include newsagents or service stations. If the parcel cannot be delivered again, it may be left at one of 1'400 local collection points. If a receiver is not home to sign for a parcel, Sendle will attempt to redeliver the item for free.

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