If you haven’t received your package within our standard delivery times, please follow the steps below.
- Make sure you check the delivery times for the product type of your order.
- Check the status of your order with the order tracker.
- Check the delivery status of your order below. It explains each stage the delivery can be in, and what you can do at that stage.
|Order has status ‘Cancelled’.||Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled.|
|Order stuck on status ‘Order received’.||It can be that the product you ordered is out of stock. Please contact us. If product is out of stock, the order gets cancelled.|
|Order has status ‘Order shipped’. The track & trace code is stuck on status ‘Out for delivery’ or any status prior to that.||Your order has left our warehouse and is now in the hands of the carrier. Please contact us.|
|Order has status ‘Order shipped’. The track & trace code has status ‘Delivered’ but the package wasn’t delivered.||Please contact us. We may have to request a proof of delivery.|
|I didn’t receive my package, but the track & trace status on the carrier website is ‘Delivered’.||Please contact us. We may have to request a proof of delivery.|
|I received a package but it is incomplete.||It is possible that your products are shipped in separate packages. If you don’t receive your second package, please contact us.|