Most orders arrive safely but some may get misdelivered, especially during the holiday season when the carriers handle higher parcel volumes.
If you have not received your parcel, you should check if it has been left in the mailbox, community locker or around the premises like the porch or garage. Check also if someone else, such as a family member or neighbor, has accepted it on your behalf.
A delivery notice may have been left in your mailbox. If so, the instructions on it will advise how to arrange for a collection at the post office or a redelivery.
If an incorrect or incomplete delivery address is provided by the customer and the carrier marks the order as delivered, we are unable to offer a refund. In some cases, at our sole discretion, we may offer reshipment of the order. However, a reshipment fee will apply to cover the additional shipping costs.
Shipping to the US and other destinations except Europe
If, after searching, you're still unable to find the parcel, contact the carrier directly for more information. Please obtain a copy of their reply with details of their investigation so that we can follow up on your case. Kindly include the shipping address in your message too.
Shipping to Europe
If, after searching, you're still unable to find the parcel, let us know the shipping address you used and we can open a formal enquiry with the fulfilment team.