Check the tracking first
When your order is shipped from our warehouse, you will receive an email with your invoice and Track & Trace number.
Follow the tracking with the carrier to see the latest status of your parcel.
Please note that circumstances beyond our control – such as delays with the carrier, public holidays or weather conditions – may delay delivery.
Does the tracking show that the parcel has been delivered?
First, check whether the parcel has been left somewhere else at the delivery address, or whether a neighbour or someone else in your household has accepted it.
If you still cannot find the parcel, please contact our Customer Service and provide your order number. We will then open an investigation with the carrier and get back to you by email.
Has the tracking stopped updating?
It is normal for some time to pass between tracking updates, as the parcel is only scanned at certain points during transit.
If the tracking has not moved for several days and the expected delivery time has passed, please contact our Customer Service and provide your order number. We will investigate the matter with the carrier and get back to you by email.
Is your Track & Trace number new, or does the tracking not show any information yet? You can read more about how to track your parcel here How can I track my parcel?