What if my package is marked as delivered, but I didn't receive it?

Oh no! This is never an ideal situation for any customer and we always try to do our best in assisting our customers to locate their parcel.

We use Australia Post for our shipping, and you will receive an order confirmation email with a tracking number once your order has been despatched.

If you check the tracking and it's showing as ‘delivered’ (see sample below) but you haven’t received it, there are a few things you can check:

  • Has a card been left in your mailbox or under your door to let you know that we’ve left your parcel somewhere safe?
  • Has anyone else at your address accepted or signed for the item?
  • Have you checked with the sender that it was sent to the right address?

If you still can't locate your parcel, please make a Missing Parcel Enquiry with Australia Post.
Once your package is marked as delivered by Australia Post, The Shade is no longer held
responsible for any lost, stolen, or missing goods.