If the solutions above prove to be unhelpful and your customer still cannot locate their parcel, we could start an investigation with the carrier. Please contact Customer Support with the following documents no more than 20 business days after the order was shipped**:
1. The invoice for the order
Pease make sure that it includes your business logo, customer details, and the total cost of the products purchased by your customer.
2. The declaration of non receipt
This is a legally-binding document made by your customer, stating that they have not received the parcel.
Depending on the carrier used for the order, please have your customer fill out the declaration of non receipt from the list at the bottom of this page.
Orders shipped with Amazon, Liefergrün, and BRT do not require a declaration of non-receipt. Also, orders shipped with DPD, MeinEinkauf, Correos Express, and GLS Spain require the purchase invoice along with the sales invoice and declaration of non receipt. Please note this is not the invoice sent to your customer, but rather the invoice from your supplier showing what you paid for the items, so the carrier can reimburse the production costs if it comes to that.
For all claims, please make sure that the invoices you send are complete.
If the order affected is for a replacement, kindly send us the invoice for the original order.
For orders that do not incur charges due to special discounts, such as those for influencers, agencies, or similar cases, please generate a document or invoice that accurately represents the total value of the goods. Carriers will reject claims in which the invoice total is €0.00.
**Amazon allows for one (1) additional day to start an investigation and file a claim, for a 21-day deadline.