If your package has not been delivered on time, it is possible that it is being transported or anomaly.
In some cases, anSearch with the carrierIt is necessary.

When to consider a package as lost?

A package is considered potentially lost if:

• Tracking has been blocked for several days
• Delivery time is far exceeded
• No new information is available

👉 As a rule, a package can be declared lost after a maximum period of30 days.

📬 Step 1: Contact our customer service

👉 Fill out our after-sales form:
https://www.woodbrass.com/pages/contact-service-client?country=EN

Our team will:

• Open oneSurvey of the carrier
• Check the actual status of your package
• Follow the file until resolution

🔍 Step 2: Carrier investigation

Once the request is sent:

• The carrier launches anDeep research
• This process can take several days

👉 During this period, your package can still be found and delivered.

🔄 What happens next?

If the package is found:

• It is returned to delivery

If the package is confirmed as lost:

• We will offer you anAdapted solution:
  • 🔁 Reship of your order
  • 💰 Refund

💡 Good to know

• Carrier investigations are mandatory prior to any declaration of loss
• A package can sometimes be delivered late during the investigation
• We accompany you at every step until resolution