If you are having trouble receiving your order, there may be a few reasons. In the case of refused shipments, if delivery was refused or declined and the package was returned to us, we will contact you to discuss re-delivery or a refund in the form of store credit for your next purchase. Please note that you will be responsible for all related costs incurred, including re-delivery shipping, return shipment, and any customs fees or taxes associated with the shipment. In the case of lost shipments, we are happy to help track down your shipment and, if necessary, provide a refund for your purchase. We recommend that you first get in touch with your local post office to check on the most up-to-date tracking information, as there may be a time lag between the actual status and its online status. Please note that for Hong Kong Post, we can only submit an inquiry 14 days after the posting date.