At Brivelle, we take pride in ensuring that all packages are shipped out and delivered to our customers in a timely and efficient manner. However, we understand that packages can sometimes go missing during shipping or delivery, which can be frustrating for our customers.

If your package has not arrived within the estimated delivery time, please follow the steps below:

  1. Check Your Tracking Information: First, please check your tracking information to see if there are any updates on the status of your package. You can find your tracking information in the shipping confirmation email that was sent to you when your package was shipped.
  2. Contact Our Customer Service Specialist Team: If there are no updates or if your package appears to be lost, please contact our customer service team immediately. Our team will be happy to assist you in locating your package and resolving the issue.
  3. Investigation Timeline: Please note that we must wait for a minimum of 10 business days (14 business days for international orders) after the expected delivery date before we can initiate an investigation with the carrier. This timeline allows for the possibility that the package may still be delivered or found in the carrier’s system.
  4. Responsibility: Once an investigation has been initiated, we will work closely with the carrier to locate your package. Please note that we are not responsible for any packages that have been confirmed as delivered by the carrier. If your package has been confirmed as delivered but you have not received it, please contact the carrier directly to file a claim.
  5. Refunds and Reships: If we are unable to locate your package, we will issue a refund or reship the item(s) to you at no additional cost. The decision to issue a refund or reship will be made on a case-by-case basis.

Please note that the Lost Package Policy only applies to packages that have been confirmed as lost by the carrier. If your package has been confirmed as delivered but you have not received it, please contact the carrier directly to file a claim.

If you have any further questions or concerns regarding our Lost Package Policy, please do not hesitate to contact our customer service specialist team at support@brivelle.co.uk