Lost Package

In the exceptionally rare event that a package is lost by the delivery company, Wallke will open an investigation before arranging any replacement.

What the customer needs to do

  1. Please notify Wallke regarding the lost package within 3 days of receiving the delivery notice but not getting the item.
  2. Collect all documents/photos proving the item was lost. For example, a photo of the signed receipt sent by the delivery company.
  3. Contact the delivery company and get additional information such as any address where the package was supposedly delivered to, info about the driver, etc.
  4. Send them to Wallke
  5. File a police report if instructed

What Wallke will do

  1. After receiving the above information from the customer, Wallke will evaluate if the lost case report is valid.
  2. If the report is deemed valid, Wallke will contact the third-party delivery company and open an investigation.
  3. If in 2 weeks time after receiving the report, the case has not been solved, Wallke will issue a replacement.
  4. The customer can also opt for a full refund.
  5. If the item can be recovered, the customer may need to be required to help arrange the return shipping. All additional costs will be covered by Wallke.