What to Do If Your Parcel is Lost or Missing

We understand that discovering your parcel hasn’t arrived can be very frustrating, especially when the tracking shows it as “delivered” but it’s not at your address, or when your package is delayed by 5-10 days beyond the expected delivery date. We’re committed to resolving these issues as quickly as possible, and we appreciate your patience.

To help us start the investigation and keep track of lost or delayed deliveries, we kindly ask that you complete a Certificate of Non-Receipt (CNR). This form is crucial because it allows us to officially document the issue.

Once we receive the completed CNR, we can take steps like sending out a replacement parcel right away, even while we continue to investigate with the carrier.

Your cooperation with this process helps us ensure a smooth and efficient resolution, getting your items to you as soon as possible.

Important Checkpoints

• Check Your Delivery Address: Ensure that your provided address is accurate, which can help prevent delays or delivery issues.
• Look for Delivery Notifications: Sometimes couriers leave parcels in safe places or with neighbours. Please check any delivery notifications from the carrier before submitting a claim.
• Contact Us for Assistance: If you have any questions or need help filling out the form, don't hesitate to contact our customer service team via email at info@antioxi.co.uk or through our customer support portal.
  
  

Our Investigation Process

Upon receiving your Certificate of Non-Receipt (CNR), we can begin the investigation into your missing parcel.

Here’s how we handle this process:

• Immediate Action with the CNR: As soon as we receive the CNR from you, we are able to proceed with sending out a replacement parcel. This means you don’t have to wait for the entire investigation process to be completed before receiving your items.
• Formal Investigation with the Carrier: While the replacement parcel is being arranged, we also initiate a formal investigation with the shipping carrier. This helps us determine the status of your original parcel and understand what might have gone wrong during delivery.
• Investigation Timeline: Please allow 2-5 business days for the investigation to be completed. We’ll keep you updated on the progress, and once the carrier provides further details, we’ll share the outcome with you.

Our goal is to ensure that you receive your items as quickly as possible, while also thoroughly investigating any issues with your delivery. Your cooperation with submitting the CNR helps us achieve this smooth resolution.

Steps to Report a Lost or Missing Parcel

Download the Certificate of Non-Receipt

Please download the Certificate of Non-Receipt form here.
The form is required to confirm that you have not received the parcel.

Fill Out the Form

Complete all the necessary details in the Certificate of Non-Receipt. Make sure to include information such as:

• Your name
• Order number
• Tracking number
• Date of purchase
• A brief description of the order inside the missing parcel (include in email description)
• Signature

Submit the Form with Your Enquiry

Once you have completed the form, attach it to your enquiry about the missing parcel. You can send the form and your enquiry to us via email at info@antioxi.co.uk or through our customer support portal.

By following these steps, you can help us resolve your missing parcel issue as efficiently as possible. We appreciate your cooperation and understanding and look forward to assisting you.