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For lost or stolen orders, a refund will be automatically processed. You’ll receive your refund via the same payment method and it may take up to 14 days, depending on the payment method used.

How will I know if my order is lost/stolen?

You’ll see the following on the Shipping Information page in your Shopee app if your order is lost or stolen.

⚠️ Important note:

• For lost/stolen orders, please make a new purchase with the seller if you want the same product
• No action on your part will be required for lost or stolen orders
• If the delivery status is marked as “Delivered” but you still haven't received your order, please raise a return/refund request and select the reason code "Did not receive the order" before the Shopee Guarantee ends

💡 Tip: To check your order status, refer here. If you require further assistance, contact our Customer Service Team via the channels listed below.