In rare cases your tracking number may show your package as ‘Delivered’ when it is still ‘In transit’ or delivered to an alternate location. We recommend looking out for an “Attempted Delivery’ notification or card left by the courier at your address.
In the circumstance that your order shows as delivered but hasn’t been received, we would recommend taking three steps before reaching out to us:
- Checking your secure/safe locations around your address, such as porches, sheds, behind the gate/bin or anywhere that a delivery driver may have found access to.
- Checking with your nearest neighbour(s) who may have kindly accepted the parcel on your behalf.
- Checking at your local post office/pick up point by taking your ID and tracking number with you.
If all of the above has been carried out and you have still not been able to retrieve your parcel, please get in touch with our Lounge Experts so we can find a solution as soon as possible for you.
You must contact us within 30 days of dispatch so that we can investigate any lost/stolen parcels with the courier service. If any claims are made after this date, Lounge will not be held accountable to refund or reship.