What actions should I undertake if my package has not been delivered or if I encounter difficulties in tracking it?

You can check the estimated delivery time of your order through the link provided. It's important to remember that our delivery timelines are based on working days (Monday to Friday, excluding public holidays), starting from the day after you receive your shipping confirmation. 
If you haven't received your shipping confirmation, please check your spam/junk folder or contact our customer service. 

Should your package not arrive within the expected delivery period, please take the following steps: 

1. Keep in mind that the tracking information typically updates only after the package has entered the destination country, which can take about 2-3 days after shipment. Therefore, even if your order status shows as awaiting dispatch, it doesn't necessarily mean it hasn't been sent; it may just not have been scanned in the destination country yet. If your tracking link doesn’t work, please click here and enter the tracking number that you have received in the shipping confirmation. 

  1. 2. Check your delivery status using the link below to find the most appropriate solution for your situation. 

  1. 3. If you're unable to resolve the issue with your package through the carrier, please reach out to our us so we can begin an investigation into the missing package.

  2. Note: Please be aware that investigations into missing packages can take some time to complete, as they involve coordination with the courier service. The duration and process of the inquiry may vary depending on the courier's policies and procedures. 

 

Order tracking: Parcel status 'Shipped' or 'Expected from Sender'

Since our parcels are dispatched from Poland, the tracking information is only updated once they arrive in the destination country. If you do not see any updates on the tracking link one day before the scheduled delivery date, which you can find here, please reach out to our customer service for assistance. 

Order tracking: The parcel has arrived in the country, but the tracking updates have stopped

If your parcel has not received any updates for 3 working days after arriving in your country, please reach out to the courier. You will find the courier's details in the tracking link. Should the courier be unable to assist you, do not hesitate to contact our customer service.

Despite the tracking link indicating its arrival, the parcel is yet to be located at the pickup point.

If the tracking link shows your parcel has arrived but it's not at the pickup point, please contact the courier directly. You can find the courier's details within the tracking link. If the courier cannot resolve your issue, we encourage you to reach out to our customer service.

The tracking link indicates an incorrect address

If the tracking link indicates an incorrect address, kindly reach out to our customer service with the correct address details.  

The order arrived with incorrect items

If the items you received differ from what you ordered, please get in touch with our customer service and include pictures of the items you've received.  

My parcel's status shows 'Delivered,' yet I haven't received it

We recommend initially inquiring with members of your household and neighbors to see if the parcel was received on your behalf. If they haven't seen it, the next step is to reach out to the courier service for assistance; you'll find their contact details in the tracking link provided. Should the courier be unable to resolve the issue, please don't hesitate to get in touch with our customer service. 

My order has been canceled

You should have received an email explaining why your order was canceled. If you haven't received this email, please don't hesitate to contact our customer service.

Delivery

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