Lost Items
In the event you believe that your parcel is lost you can raise a claim with us if there has been no tracking status update in 10 days from the last tracking date. A claim needs to be raised within 30 days (calendar) from last tracking update or may lead to a claim being rejected.
Stolen Packages
If your order has been marked as “delivered” but you have not received it - we would deem this as stolen. Claims will need to be filed after 5 days from delivery date, but within 15 days in order to be approved.
In some cases, ECHT may require you to file a police report and send through a copy in order to proceed with the claim.
Note: Making a false police report carries potential imprisonment or a fine based on your jurisdiction
Damaged Packages
If your package has arrived damaged please file a claim with us within 10 days of receiving your package.
You will need to provide photo evidence of the damage to the package and items inside. Insufficient details may lead to a claim being rejected.