I was not at home when my package came
If your package couldn’t be delivered, we recommend contacting the carrier directly. This prevents your package from being returned to us, which will result in longer waiting time. The carrier will try to re-deliver your package 1-3 times after a failed attempt.
My package says delivered, but I didn’t receive anything
Please make sure to ask your neighbors, roommates or colleagues first. It might happen, that the tracking is updated as delivered, but actually has been handed over. In that case, we recommend waiting 24 hours. Please contact our customer care team if your package has still not arrived and we will do our very best to track your package. In most cases though, we are obliged to wait for the proof of signature from the carrier. This might take up to 2 weeks.
My package was returned to your warehouse
If your package couldn’t be delivered due to an invalid address or because it was not picked up during the specific timeframe given by the local carrier, you might be charged return fees. If you still wish to receive your items, please contact our customer care team.