You will receive your Track & Trace number when your order is shipped.
Once your order has been packed and shipped from our warehouse, we will send you an email with your invoice. Your Track & Trace number is included in the same email.
This means you will not receive the Track & Trace number immediately after placing your order. If you have not yet received the email, your order is generally still being processed by us.
Why isn't the tracking showing anything yet?
Your Track & Trace number is created when the shipping label for your parcel is generated. However, the tracking will only start showing information once the carrier has scanned the parcel into their system.
You may therefore find that the number does not work yet, the tracking is empty, or the status shows something such as “pending.”
It can typically take 24-48 hours from when you receive the Track & Trace number until the first scan becomes visible.
Your order is shipped from our warehouse in Denmark. For international deliveries, it may therefore take up to 24-48 hours before the parcel receives its first visible scan with the carrier in your country.
Why has the tracking stopped updating?
Some time may pass between scans without any visible update in the tracking. This is completely normal.
The parcel is only scanned at certain points along the way – for example, when it arrives at a terminal, when it is forwarded, or when it is ready for delivery or collection.
A lack of tracking updates for a while does not necessarily mean that the parcel has stopped moving.
High volumes with the carrier, public holidays, weather conditions and other circumstances beyond our control may also mean that there is more time between updates.
Is your parcel delayed or can you not find it? You can read more about what to do here Where is my parcel?