We are sorry that your order has not yet arrived. We understand how frustrating this can be and we are here to help you quickly and easily. In this article, you will learn what steps you can take if your delivery is delayed or has not arrived at all.
1. First, check the shipping status
As soon as your order has left our warehouse, you will receive a shipping confirmation via email. This includes:
A tracking number (Tracking ID)
A link to track the shipment (if available)
Please check the current status of your delivery with the shipping service provider using this link. There may be delays in individual cases, especially:
on holidays or weekends
during high parcel volumes (e.g. during holiday periods)
during customs clearance (for international deliveries)
2. Check the shipping time frame
Please note that delivery times may vary depending on the shipping method and destination. The estimated delivery time is displayed during the ordering process and is mentioned again in the order confirmation.
3. Was the package possibly delivered to a neighbour?
In many cases, the package is delivered to a neighbour or a nearby parcel shop if the recipient is not available. Please check:
your mailbox for a notification card
the shipment status to see if a drop-off location is indicated
with neighbours or the property management
4. No information in tracking or unclear status?
If the shipping service provider does not provide clear information about the delivery or the status shows "delivered" despite you not receiving anything, please contact our customer service team.
5. What happens if the package is considered "lost"?
We will promptly contact the courier service to clarify the whereabouts of the shipment for you. If the shipping service provider confirms that the package is no longer traceable, we will take responsibility. In this case, you will receive either:
a free replacement delivery, or
a refund.
We do everything we can to ensure that your order arrives on time and safely. If there are any issues, we are here to assist you quickly and solution-oriented.
