If an item, part, issue or free gift was not included in your parcel, it may have been a planned skipped item because it was not available when your parcel was prepared.
This is different from an item that should have been inside the parcel but was physically missing when you opened it.
How to Check if an Item Was Intentionally Skipped
Log in to your online account and check the contents of the relevant shipment.
If an item is shown in grey, this means it was not included when the parcel was dispatched.
In this situation:
- The item was intentionally skipped because it was not available at the time of dispatch.
- You were not charged for the skipped item.
- You do not need to report the item as missing.
- The item will be automatically included in a future shipment once stock becomes available.
No action is required from you.
What Is a True Missing Item?
An item should be reported as missing if your online account shows that it was included and dispatched in your parcel, but it was not physically inside the parcel when you received it.
For example:
Your account shows the item as dispatched = the item should have been in the parcel.
Your account shows the item in grey = the item was intentionally skipped and was not dispatched.
If an item is shown as dispatched but was not inside your parcel, please report it as a missing item.
Out-of-Stock Items and Delivery Dates
Customer Service cannot provide an estimated delivery date (ETA) for an item that is currently out of stock.
Once the item becomes available, it will be automatically added to a future shipment.
Important
Before reporting an item as missing, always check the shipment details in your online account.
If the item is shown in grey, it has not been lost or accidentally left out of your parcel. It was intentionally skipped and will be sent automatically when stock becomes available.
If your account shows that the item was dispatched but you did not receive it, please report it as a missing item so we can help.