The above flow diagram shows the process that we need to follow when a package is lost. As the windows we sell are generally bespoke and high value, we cannot simply send a replacement before the investigation by the courier has been completed. As such the above process must be followed.
We cannot issue a refund before the investigation has been finished as the courier often does not give us the option as to whether the package is returned to us if found, or sent directly to you.
The courier companies generally offer a 2-10 day investigation time however they reserve the right to extend the investigation in the case of high value items like our windows, so it is possible that the investigation will continue for longer than the allotted time period. This is not something we have any control over.
The only option to receive the window during the investigation is for you to pay 80% of its value as a deposit, which will be returned to you if the window is eventually deemed lost, or once the original is back in our possession (either the courier returns directly to us, or you return it to us, at your own cost).
There is no ideal situation here, and with the big shipping companies the only option is patience.
The above applies to the UPS lost package process. Other transporters may vary slightly in terms of time frames but we will stick to the above process. If shipping by CTT (the national Portuguese postal system) there is no lost package process and we will send a replacement as soon as the package is confirmed as lost. In this case, if the original package does happen to arrive weeks or months later then we ask that you do not open it, and we will arrange for it to be shipped back to us.