If your tracking indicates that your package has been delivered but you haven’t received it, please first check:
With your neighbors
In your stairwell
If the package was left at a pickup point
If the package still cannot be found, you have 48 hours to contact our customer service using this contact form or by phone to report the issue. We may be able to provide additional information about the location of your parcel.
If the package cannot be located, we will arrange a reshipment of the undelivered items. Please note that after the 48-hour period, it may be more difficult to process your claim.
Also, please note that we cannot grant a refund if the carrier marks the package as delivered and no delivery issues are reported.