The tracking shows "Delivered," but I never received my package. What now?

First, thoroughly check all possible receiving areas: porch, garage, lobby, and with neighbors or household members. If it's truly missing, contact us immediately. We will verify the delivery confirmation with the carrier and work with you to find a solution.

My package is stuck in customs. What are my responsibilities?

Customs clearance times and procedures are entirely controlled by the importing country's government. While Moresoo provides all necessary commercial invoices to facilitate smooth clearance.

Can I get a refund if my order is confirmed lost?

Absolutely. If our investigation with the carrier confirms that the package is lost in transit, you have a full guarantee. We will offer you a choice: a complete refund of your purchase or we will reship a brand new order to you at no extra cost.

My package arrived damaged or open. What is the procedure?

Please do not discard any of the packaging! To file a successful claim, we need you to take clear, time-stamped photographs of the outside box showing the damage and the inside contents. Contact us within 48 hours of delivery with these photos and your order number. After a quick review, we will promptly reship or refund your order.

Why hasn't my tracking updated in over 5 days?

As detailed above, this is most commonly due to a gap in carrier scans during transit or a customs hold. While frustrating, it is often not an indication that the package is lost. No update for more than 5 days is your cue to contact us. Send us your order number, and we will initiate a trace with the carrier.

Cecelia – Page 5 – Moresoo Support

Author name: Cecelia

Cecelia is a hair extension experts and content creator. She specializes in all things hair extensions—from choosing the right type to simple care routines. Follow her expert advice to keep your extensions looking stunning and lasting longer. Her mission is to give you the knowledge and confidence to get your dream hair effortlessly.