What if my package gets lost or arrives damaged?Updated a month ago

At Sekonda, we’re committed to ensuring your order arrives safely and in perfect condition. If something goes wrong, we're here to help.

Lost Packages
If you believe your parcel has been lost in transit, please contact our Customer Service team at [email protected] with your order number and any relevant details. We’ll investigate the issue and work with the carrier to resolve it as quickly as possible.

Damaged Packages
If your order arrives damaged, we’re very sorry for the inconvenience. Please report the issue to our Customer Service team ([email protected]) within 48 hours of delivery, and include the following:

• Photos of the damaged item(s)

• Photos of the outer packaging and Delivery Note (if available)

Once we’ve reviewed the information, we’ll arrange a replacement or issue a refund after carrying out an investigation with the courier. 

Please note: If a missing parcel or missing item is not reported within 14 days of the order date, we may be unable to assist further due to courier timeframes and system limitations. We recommend reaching out to us as soon as possible if you notice any issues with your delivery.