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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?

⚠️

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.

    ⚠️ You will have a maximum of 10 business days after delivery to raise the claim.

    • Case 2:

      -If your shipment is marked as “shipped” but hasn’t arrived, you will be able to raise a lost shipment claim immediately, within 18 business days after you placed your order.

      -15 business days have passed since the order was marked as “paid” in your Qogita order page and you haven’t received your order.

    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 or shipped yet and 15 business days haven’t passed since your order was marked as “paid”.
    • If you want to return products, that are not incorrect, damaged or unsellable as per our policy on returns.

    ⚠️

    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.