An overseas order is missing, incorrect or damaged: what to check and report
The delivery window has passed, the wrong item arrived, or something in the box is broken. Start with the order number and current status, then gather the records for your report. A missing parcel needs different checks from a problem with goods already received.
On this page
For a missing parcel, distinguish dispatch, transit and delivery
Open the order and dispatch messages. If you have a tracking number, check the current status on the carrier’s official site.
- Not dispatched: ask the seller about stock, expected dispatch and order processing.
- In transit: note the latest update and destination. If the delivery window has passed or tracking has stopped updating, ask the seller and carrier how to request an investigation.
- Marked delivered but missing: check the delivery address, receipt record and any available delivery photo, and ask household members or reception. Contact the carrier and seller if it remains missing.
For delivery to Japan, also check whether the customs broker or carrier has requested documents. Procedures depend on the transport method; follow up with the contact that sent the request.
For incorrect, missing or damaged contents, keep details and photos
Compare the model, colour and quantity ordered with what arrived. Gather:
- The order number, product page, confirmation and payment record.
- Receipt date, tracking number and shipping label.
- Photos of the whole item, model markings, quantity and problem area.
- Photos of the outer box, shipping label and packing inside the box.
Keep the box, packing materials and contents, and obtain instructions before returning them. A damage investigation may require examination of the packaging. If the parcel is addressed to someone else, tell the carrier what the label shows.
Tell the seller what happened and establish who handles the next step
Send the order number, whether the issue is non-arrival, an incorrect item, shortage or damage, what you found and the response you want. You can write: “Order [number]: [issue]. I have attached photos/tracking records. Please explain the investigation or return process and reporting deadline.”
Ask the carrier about tracking, delivery or a transit investigation, including whether the seller must apply or provide approval. Ask the seller about the return address, shipping costs, replacement and refund conditions. Record the deadline and documents requested by each contact.
If a card-paid purchase remains unresolved with the seller, take the order and communication records to your issuer and ask about investigation and dispute procedures. Any refund or reversal depends on its review and applicable conditions. See the unanswered-email guide and pre-purchase returns guide for related steps.
If the order was arranged through PORTLETTER
Contact us with the order number and what happened. For initial defects, shortages, non-arrival or damage, the service fee includes organizing evidence, the first contact with the seller or carrier and sharing their reply. Contact us within seven days of delivery, or by any earlier deadline set by the seller, carrier or insurer. We explain the applicable deadline before ordering. Report non-arrival promptly after the advised delivery window. Later faults or warranty contact require a separate quote and prepayment. We do not promise a successful return, refund or repair, or offer a separate product-price guarantee. See the transaction terms for details, including our responsibility for our own handling errors.
If you are considering a new purchase, you can start a free enquiry about delivery and return conditions with the product link.
Official guidance consulted
Official information checked on 29 October 2026. Check the reporting method, evidence and deadlines for your carrier service and contract.