Please contact our customer care department within 24 hours after receiving the parcel. Our customer care team will contact the carrier to start an investigation into the whereabouts of the parcel. Please make sure to keep the packaging until you have established that it is no longer needed for the investigation.
Please be aware that this investigation can take up to 30 days. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), CLUSE will either refund the customer or CLUSE will try to re-ship the ordered product.