As per Glam&Co terms and conditions no refunds will be given on handmade and personalised items. Unless a mistake has been made by Glam&Co, in this case the order will be rectified or re-made. There is an option at checkout to upgrade your shipping to express, this will then make your order trackable and will insure the package, if you do not upgrade to this option in either the UK or internationally then your order will not be insured while in transit, and will not be trackable. This shop will not be held responsible for lost or damaged orders while in transit, you would need to speak to the relevant postal service directly. If however you have upgraded your shipping which would in turn insure your order then we can help with the claim process if need be. Proof of posting is available on every order.