Missing parcel

That’s great customer service from Tarte!
This also happened to me once when I bought from another company, Australia Post said it was delivered and I was home all day and no delivery was made. The company resent the items for free but Australia Post was not helpful at all. It actually ended up they delivered to a business two doors down from me, even though the delivery guy kept saying they had delivered it to my house!

Update on the situation
Apparently my parcel was diverted to a PO box (I have no idea why- I don’t have one!)
Auspost don’t seem to be any nearer to finding it.
I let tarte know and they gave me a refund! What great costumer service!
I guess Ill just have to order from tarte again and cross my fingers it reaches me this time!

I’ve ordered heaps from Tarte being delivered to a PO Box and never had an issue. They ship using DHL which transfers to Aus Post here and I have to sign for the delivery. I find that it takes a while (sometimes 4 weeks) but I always receive my orders. At the same time I work in a company where we seem to spend most of our time dealing with a dysfunctional freight network and I think most people would be shocked to know how incompetent the entire postal/freight system actually is.

Australia Post will get back to you advising what their records show. If you gave a street address and they left the parcel in your letterbox then they will deem it to have been delivered. Aus Post will only make payment if the parcel was insured, which I don’t believe it would have been. Paypal wouldn’t have protected you in this case either, because the sender can show proof that it was delivered – the advice from Australia Post.

I would suggest that you find out if a signature was required on delivery. The delivery drivers often just sign for it themselves and leave the parcel at your door or in your letterbox, but if it was required, ask them for a POD (proof of delivery). This will show who signed for it and you can argue that this is not your signature.

You can then go back to Tarte and explain the situation. Unfortunately they are under no obligation to replace the lost items since it appears the order was delivered and there are plenty of people the world over who try this on to see if they can get free products. They may however choose to assist you in good faith.

If you have no luck with them, and if you feel it is worth it, a last resort may be to make a claim with your credit card company. Different cards provide different insurances on all of your purchases and they may have an avenue where you can pursue a refund – you might just have to complete a form and provide evidence such as your invoice, the POD that doesn’t have your signature on it and your email communications with Tarte.

Good Luck.

It is so much hassel, i am sorry for your troubles. Sometimes i use paypal and sometimes i use my credit card. I have never lost a parcel before, but i will first contact the online shopping company, then the post office.

I’ve had this happen once where my parcel sent to someone was lost and Aust Post sent me a cheque for the value which is less than $50 they can approve for but it was because I was the sender and paid the postage so not sure how it works when it’s free shipping. I would say the sender would need to lodge a complaint with them ?

I paid using credit card…should of used paypal.
I contacted Australia post online. Fingers crossed something happens

I’d definitely get in touch with your local post office to ask about it. Parcels do go missing, but it’s not always the case!

Don’t be worried about ordering online, most experiences will be fine. I suggest using PayPal because then you’re always protected if something goes wrong!

Hi RK , I had this a couple of times and if paid by Paypal , you can raise a dispute from the Resolution Centre and have them help you investigate Look at process for under raising dispute ,reason Item not delivered . Both times I got a refund back to my PP account. Hope this helps.
PS Before you do this check with PO first esp if you have tracking no. Ordering online is great with PP as they have a protection policy so I feel safe doing it this way.