Lost Parcels

If your tracking shows no movement for an extended period or your parcel appears to be lost, please contact us at sales@asiangold.com.au with your order number.

We will review the tracking information and submit an enquiry with the courier where required.

A parcel is not considered lost solely because it is delayed. Courier investigations may take several business days to complete.

Once the courier confirms that the parcel has been lost, we will arrange either:

• A replacement, subject to stock availability; or
• A refund to the original payment method

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

1. Check around the delivery location
2. Ask other household members
3. Check with neighbours, reception or building management
4. Contact the courier using the tracking number

If the parcel still cannot be located, contact us and we will assist with the courier enquiry.

Damaged Parcels

If your parcel arrives damaged, please contact us within 48 hours of delivery and provide:

• Your order number
• Photos of the damaged item
• Photos of the internal and external packaging
• A photo of the shipping label

Please keep all packaging until the claim has been reviewed.

Depending on the circumstances and product availability, we may provide a replacement or refund.