We do not consider a parcel lost until after we have filed a missing parcel report with the Hong Kong Postmaster. We can do this after 45 days. Countries such as Italy, France, Spain, Brazil and South Africa usually have extended wait times due to customs. However this is not common.
Once we have filed a missing parcel report and we have a response (no later than 60 days) from your countries postal authority, we can then replace your parcel. We will confirm with you on your address during this process. We do not refund or replace parcels that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.