My order status is still 'in transit'

When your order is shipped, you'll receive an e-mail with a tracking number that will allow you to follow its progress. If your order's status is 'in transit' for more than 5 business days, please contact our Customer Service. We will verify the status of your order with the courier to release your shipment.

My order status is 'delivered' but I haven't received it

If your order status is 'delivered', but you haven't received it, we ask you to verify if your neighbors or your doorman have collected it for you. If they haven't, please get in touch with our Customer Service to start an investigation with the courier.

Lost package: how long does an investigation with the courier take?

If you experience issues with the delivery of your order, we will promptly (within 3 business days) start an investigation with the courier. Investigation times vary depending on the case and can take up to 20 business days. During this time, our Customer Service will monitor the progress of the investigation and will communicate the outcome to you as soon as possible.