What Happens If My Order Is Lost or Held at Customs?

What Happens If My Order Is Lost or Held at Customs?

At iLady Living Store, we are committed to ensuring that every order arrives safely and on time. However, as with any international shipping, there may occasionally be unexpected issues such as lost parcels or customs inspections. Here’s how we handle these situations to protect your interests:

📦 1. If Your Package Is Lost in Transit

While rare, packages may be delayed or lost during international shipping. If your tracking number shows no updates for an extended period, or the package is confirmed lost by the carrier, don’t worry — we will re-ship your order at no additional cost.

Our Promise:

  • We will verify the issue through the tracking system and logistics partner.

  • Once confirmed, a replacement shipment will be arranged promptly.

  • You will receive a new tracking number and full support throughout the process.

🛃 2. If Your Package Is Held for Customs Inspection

Sometimes, customs in your country may choose to inspect your parcel. This is a routine procedure for cross-border shipments and does not mean there is a problem with your order.

Here’s what we do:

  • We will fully cooperate with customs and provide all required documentation.

  • Our logistics team will monitor the clearance process closely.

  • If needed, we will contact you promptly to assist with any additional information required by customs.

📩 3. Help Us Help You: Please Provide Accurate Contact Information

To avoid delays during shipping and customs clearance, please make sure your phone number and email address are correct when placing your order. This allows couriers or customs agents to contact you quickly if necessary.

💡 Final Notes

  • We are committed to making your international shopping experience smooth and secure.

  • With our tax-included, direct-from-China shipping, we do everything we can to prevent complications — but if they do arise, we’ve got your back.

  • Your satisfaction is our top priority.

If you have any concerns about your order, feel free to contact our customer service at any time. We're always here to help.

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