Lost or damaged parcels - what to do?Updated 9 months ago
Lost or Missing Parcel That Shows As Delivered?
If your tracking shows your package as delivered but you can't find it, here's what to do:
Email us within 24 hours of the expected delivery with your Order ID (CW-XXXXXX).
While we check on our end, you should:
- Verify your shipping address (check your Order Confirmation email).
- Look for a notice of attempted delivery from the courier.
- Check around the delivery location (front desk, reception, mailroom, townhall).
- See if someone else accepted the delivery on your behalf (try your neighbors).
- Check your mailbox or other places you receive mail.
- Wait 48 hours – sometimes packages are marked as delivered up to 48 hours before arrival.
If you still can't find your package after doing the above, file a missing parcel claim with the courier company and insist on a claim ID (or claim reference number). This helps us liaise with the couriers directly to arrange a replacement for you.
Damaged, Stained, or Partially Lost Parcels
Inspect the parcel for any obvious damage on both layers of the packaging upon delivery.
Do not refuse the parcel. Instead:
- Inform the courier that you’d like to file a claim. They will provide a contact number for follow-up (you can also search online for "Courier's name + Claim").
- Take photos of the damaged parcel from multiple angles, focusing on the damage.
- Email Comfort Works within 48 hours with your Order ID, Claim/Case Number, and photos of the damage.
💡PRO TIP
If your parcel arrives damaged, your first thought might be to refuse it. But keep in mind that doing so means it'll be sent back to us, and you might need to cover extra shipping and clearance fees. Plus, refusing it will also delay our assistance due to shipping procedures and might not give you the documents you need for a claim. It's better to accept the parcel and get the damaged parcel claim ID.
Depending on the magnitude of the damage, most times we will proactively produce another set of slipcovers and resend them to you before the claims from the couriers are even reimbursed. No fret!