If the package is certified as lost during its delivery by the carrier,

Itsara is responsible for it.

If the parcel seems lost, the customer must then contact Itsara to open an investigation which will be carried out by our services. The duration of the investigation is 6 to 10 working days after the creation of a file number according to the carrier. Once the investigation has established the loss of the package:

The order will be re-shipped or refunded at no additional cost.

Itsara can in no way be held responsible for the loss, theft, of the order if the carrier certifies the package as delivered against signature.

If the tracking of your package indicates that it has been delivered, but that you have not received it:

• Check the delivery address entered in your order
• Look for a passing notice. The carrier may have left a notice in your mailbox or at your door. Follow the instructions on the notice to pick up your package or arrange another delivery.
• Check the surroundings of the delivery point. Check to see if the carrier left your package in your mailbox, at a neighbor's (unless it poses a health or safety risk), or in a safe place like a porch or garage.

If you still haven't located your package, allow 24 hours to pass from the date you were notified of its delivery. If it is still not in your possession after 24 hours, contact us

All orders indicated as delivered by the carrier and disputed will also be subject to the opening of a file with a sworn statement, proof of identity and address, and an investigation by the transport services concerned.