My order hasn't arrived - what should I do?
If your order hasn't arrived within the estimated delivery window (typically 3-7 business days), don't worry. Here's what to do to locate your package or get a resolution.
Step 1: Check Your Tracking
First, verify the current status of your package:
Open your shipping confirmation email
Click the tracking link
Check the latest status and estimated delivery date
Common tracking statuses explained:
"In Transit" - Package is moving; may arrive in 1-2 days
"Out for Delivery" - Should arrive today
"Delivery Attempted" - Courier tried but couldn't deliver
"Delivered" - Package was delivered (check around your property)
Step 2: Check Common Delivery Locations
If tracking shows "Delivered" but you don't have your package:
Neighbors: The courier may have left it with a neighbor
Front door/porch: Check around your entrance
Mailroom/reception: If you live in an apartment building
Safe place: Check any designated safe places
Family members: Someone else may have collected it
Step 3: Wait a Little Longer
Standard delivery typically takes 3-7 business days from when your order ships, though this can vary. Consider:
Business days exclude weekends and public holidays
Peak seasons (holidays, Black Friday) may cause delays
Weather conditions can affect transit times
International customs can add 1-2 days
Step 4: Contact Support
If it's been more than 7 business days since shipping, or tracking shows no movement for 3+ days, contact us:
Email: [email protected]
Please include:
Your order number (found in confirmation email)
Your shipping address
Any tracking updates you've seen
What Happens Next?
When you report a missing order, we will:
Investigate with DPD - We'll contact the carrier directly
Provide an update within 24-48 hours
Reship or refund if the package is confirmed lost
If your order is confirmed lost after investigation, we'll work with you to find the best resolution - whether that's a replacement or refund.
Preventing Future Issues
Double-check your address when ordering
Add apartment/unit numbers if applicable
Provide delivery instructions at checkout
Use a secure delivery location if you're often away
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Still Need Help?
Email us at [email protected] with your order details. We typically respond within 2-4 hours during business hours (Mon-Fri, 9am-6pm CET) and within 24 hours outside these times.