Open the tracking link in your shipping confirmation and check the latest dated scan. International parcels can be handed to a local carrier, whose tracking may contain more detail.
If tracking says delivered, check your mailbox, with neighbours and at any pickup point named in the tracking.
If you still can’t find the parcel, contact us promptly, ideally within 48 hours of the delivery scan, so we can investigate while the delivery information is recent. If more time has passed, still contact us; our team will review what can be checked.
If tracking hasn’t updated for five days or the parcel is taking longer than the estimate for your destination, contact us through the website support chat. Share what you have already checked so we don’t ask you to repeat it.
Our team will review the order and tracking and, where needed, follow up with the carrier. A refund or replacement is decided after reviewing the case.