Parcel not received and other questions

Parcel not received

Are you waiting for your order but it has not arrived yet? We understand that this can be frustrating. Please check the following first.

Check your Track & Trace information

After your order has been shipped, you will receive an email with your Track & Trace number. This allows you to see where your parcel is and whether the delivery has been delayed or rescheduled.

Check your shipping address

Please verify that the shipping address you provided during checkout is correct. If you notice an error, contact us as soon as possible so we can assist you.

Not at home during delivery?

If you were not available at the time of delivery, the shipping carrier may:

• deliver the parcel to a neighbour
• deliver the parcel to a pickup location
• schedule another delivery attempt

You will normally receive a notification by email or through the tracking system with information about the next delivery step.

Still no parcel?

Sometimes delays occur due to transportation conditions or carrier processing.

If you have not received your order within 7 days after the expected delivery date, please contact our customer service within 14 days, so we can investigate the situation with the shipping carrier.

No emails received?

Please check whether the email address you provided is correct.

We always send an order confirmation and shipping confirmation. If you did not receive these emails, please check your spam or junk folder, or contact us.

 

The service you can expect

• Delivery options
• Change your address
• Order status

Sections: Customer Service,Delivery and Pickup