Lost or Stolen Package Policy

Your order should reach you safely. If tracking stops updating or shows delivery but the package cannot be found, follow these steps so we can help determine what happened.

Tracking Has Stopped Updating

Carrier tracking may pause while a package moves between facilities. If there has been no movement for several business days, contact the carrier first for the latest information.

If the carrier cannot resolve the issue, contact ROCHÉ with your order and tracking numbers. We will help determine whether an inquiry or claim should be opened.

Package Says Delivered but Cannot Be Found

1. Confirm the address. Review the address on your order confirmation.
2. Check the delivery area. Look near entrances, porch, garage, mailbox, parcel locker, reception desk, mailroom, and other secure locations.
3. Ask household members. Someone else may have accepted it.
4. Check with neighbors or building staff. A carrier may have left it nearby or with property management.
5. Allow up to 24 hours. A package may occasionally be marked delivered shortly before arrival.
6. Contact the carrier. Request available delivery details or proof of delivery.
7. Contact ROCHÉ. If it remains missing, send us the information listed below.

Lost Packages

A package may be treated as lost when the carrier confirms it cannot be located or it meets the carrier's claim requirements. Where appropriate, ROCHÉ may assist with the carrier claim process.

A replacement or refund is not automatically issued while an investigation remains open. [ROCHÉ CONFIRM: final resolution rules for carrier-confirmed loss.]

Stolen Packages

If a carrier confirms successful delivery and the package is later stolen, the matter may be treated as package theft rather than carrier loss.

ROCHÉ will review the situation individually and assist with reasonable documentation. [ROCHÉ CONFIRM: package-protection provider or stolen-package resolution, if offered.]

We recommend shipping valuable orders to a secure location where someone can receive them. [ROCHÉ CONFIRM: signature-confirmation options or order-value threshold.]

Incorrect Addresses

Customers are responsible for providing a complete and accurate address at checkout. ROCHÉ cannot guarantee replacement or reimbursement for a package delivered according to an incorrectly entered address.

If you notice an error before shipment, contact Customer Care immediately.

Returned to Sender

If a package returns to ROCHÉ because of an invalid or incomplete address, refused delivery, or unsuccessful delivery attempts, Customer Care will explain available reshipment options. Additional shipping charges may apply.

What to Send Us

Include:

• full name
• order number
• shipping address
• tracking number
• description of the issue
• information supplied by the carrier
• requested documentation, when applicable

We Are Here to Help

Missing packages are stressful. Customer Care will explain the next step and communicate clearly during the review.