Once we hand your order over to our shipping carrier, bpost, that’s where our responsability ends. Bpost mentions the following about lost/damaged orders on their FAQ-page:
In case of loss or damage, you will receive a compensation equal to the postage.
In case of loss or damage, you are eligible for a compensation equal to the value of your order, maxing out at a little over 40 XDR*, depending on the weight of your order, plus the postage.
*XDR: Special Drawing Rights, a unit used in international transactions. It’s value is recalculated every year. As of 2017, 1 XDR equals about € 1,2385.
Should this happen to you, we will gladly assist you towards a solution. Please do not contact bpost directly, but contact us immediately (don’t forget to mention your order number) and we’ll try our best to sort it out for you.