Fortunately, this doesn't happen often, but for peace of mind, all shipments are well insured. However, it is crucial that you always use the shipping label we provide. Your parcel is not ensured if you don't use this shipping label.
We have established agreements with our logistics partners: if a package hasn't been delivered within 10 days after it was registered with them, we can initiate an official investigation. Normally we receive a response from the courier service within 14 days after the investigation starts, although sometimes it may take longer. Unfortunately, we have limited control over this process as it is in the hands of the courier service.
If, after the investigation, your parcel has been considered as lost, we will file a claim with the insurance. For this, we need as much evidence as possible of your shipment.
Always make sure to take a photo of your shipping receipt!
Additionally, it's very helpful and valuable if you take photos of:
Your device(s) before packing
The package before you send it
More information about this procedure can be found in our terms and conditions.