If a package is lost, we will return the product or refund the customer only after the carrier has officially declared the loss of the package.

This provision does not apply to products indicated as "delivered": if your customer indicates that he has not received his package but that the tracking indicates that it is indicated as delivered, we can not refund or reship the order.
If your customer tells you they can't find their package, it's up to you to make a decision, but if you want to reship it you will have to place a new manual order.

Packages returned to us for lack of address or no claim can be reshipped with a reshipment fee but will not be eligible for a refund.

My customer's pakket is: what can I do? My customer's package is lost: What can I do? El paquete de mi cliente se ha perdido: ¿qué debo hacer? My customer's package is lost: what should I do? Il pacco del mio cliente è andato perso: cosa devo fare?