On Christmas Eve, a customer reached out to Lockyer in a state of panic.

When she checked her doorstep, all she found was an empty cardboard sleeve instead of her expected delivery.

“She sent me a photo of the empty sleeve, and my heart just sank,” Lockyer shared.

Determined to resolve the issue, Lockyer immediately headed to the post office, braving the holiday rush and standing in line on Christmas Eve.

Lockyer recounted that Australia Post assured her they would initiate an investigation to trace the package’s journey and locate the missing painting.

For the past several weeks, it’s been an agonising waiting game.

“It’s heartbreaking for me and for the customer who was expecting this piece and she’s paid this money,” Lockyer said.

“I’ve offered her to redo it. Obviously, it wouldn’t be identical, but I would redo it absolutely or refund her. But I just feel like the accountability from Australia Post has been zero.”

She is waiting, with fading hope, for the painting to be recovered before starting all over again.

Lockyer said she didn’t pay for extra cover on the item.

Extra cover is recommended for items with a higher value.

In a statement shared with nine.com.au, an Australia Post spokesperson said it was in contact with Lockyer.

“Australia Post’s processing and delivery teams work hard to handle every item with care and deliver them safely, however in a network of this size, things do occasionally go wrong,” the spokesperson said.

“We have apologised to the customer and continue to search for the item throughout our network.”

Most Australia Post services come with up to $100 compensation for loss or damages.

Claims for compensation are assessed on a case-by-case basis.

The renowned artist, whose work has been featured at the Australian Open in the past, said the experience has dented her trust in the national postage system.

Lockyer’s studio is in the NT and most of her paintings are commissioned by customers who live interstate.

“There was a lot of tears and I just thought I’m never going to send paintings again through Australia Post,” she said.

“It’s made me worried for future work.”

According to Australia Post, per the Australian Postal Corporation Act 1989, and the Australian Consumer Law, the service “does not accept liability for any consequential or indirect loss or damage arising due to any failure related to our service”.