My order says delivered but I do not have it

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Please tell us within 7 days of the delivery scan. After that the carrier closes the case and we lose the ability to investigate or claim, which means we cannot replace it.

Check these first

Most parcels marked delivered turn up within a day, in one of these places:

  • Behind a planter, a bin, a gate or a porch chair
  • With a neighbour, especially if a card was left
  • In a mailroom, leasing office or building parcel room
  • Back at the local depot, if nobody could take it
  • A different door of your building, or the side entrance

It is also worth asking anyone else at the address. Parcels get brought in and put down more often than you would expect.

Give it 24 hours

Carriers sometimes scan a parcel as delivered at the end of a route and physically drop it the next morning. If it was scanned today, check again tomorrow before doing anything else.

Then write to us

If it has been a full day and it is genuinely not there, email info@lumabelly.com with:

  • Your order number
  • The date the tracking said delivered
  • Confirmation that you have checked with neighbours and around the property

We will open a trace with the carrier. If it cannot be found we will send a replacement or refund you.

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