What if my package gets lost or arrives damaged?Updated a year ago

At Glossgods, we strive to ensure that your order reaches you in perfect condition and on time. However, we understand that sometimes things don't go as planned. If you find yourself with a lost package or one that arrives damaged, here's how we can assist you to resolve the issue promptly and satisfactorily.

Lost Packages

If your tracking information shows that your package has been delivered but you haven't received it, please follow these steps:

1. Check Around: Sometimes, carriers leave packages in safe places. Check around your delivery location or with neighbors.
2. Wait a Bit Longer: Carriers sometimes mark a package as delivered before it actually arrives. Give it 24 hours as it might still be on its way.
3. Contact the Carrier: Get in touch with the shipping company first. They may have additional information on your package's location.
4. Report to Us: If the carrier is unable to help, contact us at [email protected]. We'll take steps to investigate and, if necessary, open a claim on your behalf. Please note, for home deliveries marked as delivered, we do not cover losses. We recommend reporting suspected theft to both the carrier and the police for further action.

Damaged Packages

We take every precaution to ensure your items arrive in pristine condition. However, breakages can occur, particularly with fragile items like powder products.

If your product arrives damaged, please do the following:

1. Document the Damage: Take clear photos of the damaged item, the packaging, and the shipping box, ensuring the shipping label is visible. This documentation is crucial for us to assess the damage and take appropriate action.
2. Email Us: Send an email to [email protected] with the photos attached and your order number. This allows us to process your claim more quickly.
3. Hold Onto Everything: Keep all packaging and damaged items until we have resolved your claim. Disposal of these items before your claim is processed may impact our ability to assist you.

Resolving Your Issue

Once we have the necessary information:

• For lost packages, we'll conduct a thorough investigation with the carrier and determine the next steps, which may include sending a replacement or offering a refund.
• For damaged packages, based on the extent of the damage, we may offer a partial refund, a discount on a future purchase, or send a replacement item at no additional cost to you.

Additional Information

• Returns: If you're looking to return a damaged item, please refer to our return policy for detailed instructions.
• Contact Us: For any queries or further assistance, don't hesitate to get in touch with our customer service team. We're here to help make your Glossgods experience as smooth and enjoyable as possible.