If the status in Track & Trace remains unchanged for several workdays (at least 5 workdays), or your parcel has the status ‘delivered’ but the address cannot find it, then something probably went wrong.
To start an investigation, please contact us via submit a request at the top of this page. This way, we have all the information we need to get started quickly.
The delivery of your package is a priority and we will work hard to resolve this issue with our delivery partner.
In the meantime, please complete the attached document.
If our carrier cannot find your package, we will send you a new one (depending on stock availability) or refund your order.