'My order is lost; what should I do?'
While in transit for delivery, albeit very rarely, some parcels can be lost or misdirected.
Confirmed lost parcels are those that have been officially identified as such by the courier our someone in the Jackson's Customer Service Team.
To check if this is the case with your order we recommend contacting our Customer Services Team.
We will help you determine if the parcel is merely delayed or if we can consider it lost, and offer one of two solutions.
Depending on the situation, different processes may apply for parcels that are either confirmed lost or not successfully retrieved.
We can send out a replacement order to you for free.
or
We can refund you for the lost order.
For parcels not successfully retrieved, submitting a claims process will be necessary to address the issue comprehensively. If a replacement order is chosen, it may be shipped using an alternative courier like DPD for an improved delivery experience.