I’m having a problem with the delivery of my orderUpdated 6 days ago

If you’re having a problem with your delivery, always check the track & trace link you received by email first. Here you’ll find the most up-to-date information about your parcel. You can also view the status of your order in your account under My orders.

My order is delayed

Occasionally, a parcel may be delayed in transit. Please check the track & trace for the most up-to-date delivery information.

Is your order taking longer than expected, or has the tracking information remained unchanged for a long time? If so, please contact us. We will check the parcel and determine what further action is required.

The track & trace information isn’t being updated

Sometimes a parcel has already been registered with the carrier, but no new scan is visible yet. It can also happen that a parcel temporarily doesn’t receive any new tracking updates whilst in transit.

Please check the track & trace for the most up-to-date information. If the tracking details remain unchanged for a prolonged period, please contact us so that we can check the parcel.

My order is shown as delivered, but I haven’t received anything

First, check the tracking details for any additional delivery information. Then check whether the parcel:

• has been delivered to a neighbour or a housemate;
• has been left in a safe place near your home;
• has been delivered to a collection point or parcel locker.

Also check whether the delivery address for your order is correct.

If you still cannot find the parcel after carrying out these checks, please complete our ‘Order Not Received’ (NOV) declaration and return it to us once completed. This declaration will enable us to investigate the delivery further.

Download the NOV form

My order has been taken to a collection point

If your order has been taken to a collection point, parcel point or parcel locker, you’ll find the latest information about the collection location in the carrier’s track & trace service.

Check the track & trace service to see where your order is ready for collection and what collection details are available.

My parcel is damaged and is being returned to the sender

Sometimes a parcel gets damaged during transit and the carrier decides not to deliver the consignment but to return it to us.

Does the track & trace show that your parcel is being returned to the sender due to damage? If so, please contact us. We will check the consignment and help you find a suitable solution.

The packaging is damaged, but the products are fine

Is only the shipping packaging damaged, but are the products themselves complete and undamaged? In that case, you don’t need to do anything.

Are one or more products damaged or faulty? Please report this via our returns portal so that we can help you further.

My issue isn’t listed here

Please feel free to contact us. We’ll be happy to help you.