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Do I qualify for a claim?

You may be eligible for a claim if:

Please review our claim eligibility criteria below.

  • Your order arrived damaged, decoded or expired.
  • You received items not as expected like tester or unsuitable ingredients.
  • You received incorrect items.
  • There are missing products in your shipment.
  • Any of the items you ordered are not received.
  • Your shipment is lost; ie it has been delivered to the wrong address, returned to sender or is otherwise lost. 

When can I raise a claim?

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Before you can raise a claim on your order, your situation must match one of the below:

  • Case 1: Your order must be delivered; and your parcel tracking should clearly show the order is delivered. If your shipment is marked as “delivered” but hasn’t arrived, you will be able to raise a lost shipment claim immediately.
  • Case 2: 15 business days have passed since the order was marked as “paid” in your Qogita order page.

If any of these issues occur, please submit a claim with the necessary details and supporting evidence.

When you should not submit a claim:

  • If your order has not been delivered yet.
  • If you want to return products, that are not incorrect, damaged or unsellable as per our policy on returns.

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If you have any other questions, please raise a support ticket, for example:

  • You have a problem with your tracking number.
  • You incorrectly receive a letter to pay customs charges.
  • You have a VAT query.
  • You have a question about marketplace invoices.