My shipment hasn't arrived
What to do when a paid order is late or appears lost.
If your order is overdue, start with tracking, then use the built-in protection if it looks lost.
- Check the tracking status on the order first — delays are common with cross-border post.
- Message the seller from the order to ask for an update.
- If it still hasn't arrived, open a non-delivery report so the platform can help resolve it.
Seller payouts are held until delivery conditions are met, so reporting a missing parcel protects your money while it's investigated.