No, we have never lost an order. Even if you don't see any updates in the track and trace service, your package is probably on hold in customs.
Also, keep in mind that during the holiday season, a delay of 1-2 weeks can appear.
Nevertheless, in case of loss, a notice would be written on the track and trace sheet. In this case, we would cross-check with our postal service about the possible loss and after that, we will issue a refund.