NL Shop | Claims > Our Process for Lost, Stolen, or Missing Orders

💚OUR COMMITMENT TO YOU

If your order has not arrived or appears to be lost or stolen, we follow a clear process to investigate and resolve the issue.

Here is how we will work together:

You Submit a Request

• Begin by submitting a request through: Customer Support > Order Support

This gives us the details we need to start investigating.

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We Review & Verify

• Once your request is received, we will review the tracking information to verify the shipment status and look for any irregularities.

Carrier Investigation (if needed): If tracking is stalled, shows delivered but was not received, or the package cannot be located, we may open a formal investigation with the shipping carrier to determine what happened.

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Resolution Options

• Based on the results of the investigation and your shipping method, we will determine whether a replacement or refund can be issued.

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Additional Documentation (if required)

• In certain cases, we may request a signed affidavit to proceed with a claim.

• This is often needed when filing a formal dispute with the courier.

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Claim Filing (if applicable)

• If the issue is determined to be a confirmed loss or theft, our Customer Experience team may file a claim directly with the carrier on your behalf.

⚠️IMPORTANT RE CLAIMS

• Claim timelines can vary. While some claims are resolved quickly, others (especially during peak seasons) may take 10 business days to up to 8–10 weeks, depending on the carrier.

• Nanoleaf does not have control over the outcome or timeline of carrier investigations.

• All decisions made by the courier are final. If a claim is denied, it cannot be reopened.

• Additional documentation (such as photos, proof of address, police reports, or signed statements) may be required in certain cases.