I never received my order.Updated a month ago

Oh no! We understand you're looking forward to getting your new pieces in the mail. While we expect the shipping providers we work with to ensure a successful tracking and delivery process every time, we know unexpected things happen from time to time. This is also why we offer Ana Luisa Protection for US customers. 

Sometimes, shipping carriers will leave packages in hidden locations to prevent theft, or mistakenly deliver them to another nearby address. In other cases, couriers will even mark orders as “Delivered” ahead of them actually arriving at their destination. It's rare, but we've seen it happen before. We suggest looking around the vicinity of the shipping address, checking with your neighbors, and waiting a minimum of three business days to see if anything turns up.

If you still have not received your package after three business days, you may contact us by live chat or send an email to [email protected]. Our team will do all we can to assist you. However, if you did not purchase Ana Luisa Protection for your order, we are not liable for any lost or damaged products. 

Additionally, we encourage our customers to submit a claim directly with the shipping provider for any lost order. Below is a list of the shipping methods we provide by region and a link to file a claim directly with that provider. Please note our team cannot contact the shipping provider or submit a claim on your behalf.

All delivery estimates listed below (domestic and international) are approximate.