[Stefano3509]

This is from their UK website.
Once your order has been shipped out, Ridge is not responsible for any losses or damages in transit. The customer’s responsibility is to follow the tracking information provided and contact the courier, to monitor the delivery of the shipment. Our Customer Success Team team is happy to help you recover an item to the best of our abilities. However, we cannot provide a replacement or refund until the item is returned successfully or confirmation that the item is being returned can be provided.

"However, we cannot provide a replacement or refund until the item is returned successfully or confirmation that the item is being returned can be provided." Sounds like they are asking to be FTID V3 with POP.

Yeah you could try that
It's likely they ask for police report if you were to claim eb or dna