This is a very rare occurrence but is very frustrating when it happens. We have to wait 2 weeks after dispatch & no delivery in order to class an item as lost. 

Please get in touch with us after the 2 weeks have passed and we can submit a claim to our shipping partner. You will be asked to complete a short form about your order and we will submit this to our shipping partner claims team. Unfortunately, claims can take up to 30 days to get a resolution.We can only apologise for the inconvenience caused on behalf of our shipping partner. If the parcel is deemed to be lost, will then send out a replacement product to the customer.