Package Not Received

Step 1: Check tracking

1. Open the tracking link from our shipping confirmation. You received this by email after ordering. Also check the spam folder of your inbox.
2. Check the current status:
   • "Out for delivery"
   • "Delivered"
   • "Handed to neighbor / parcel shop"
   • or an error/notice status

Step 2: Check your surroundings

If the status shows "Delivered":

1. Ask neighbors or building management whether the package was dropped off there.
2. Check your mailbox for a notification slip from the delivery service.
3. Check any specified pickup points (parcel shop, parcel locker, etc.).

Step 3: Wait 1–2 business days

• Sometimes a package is marked as "delivered" in the system, even though it only actually arrives the next day.
• Please wait 1–2 business days, especially around weekends and holidays.

When you should contact our support

Please contact us if:

• the tracking has been unchanged for at least 3 business days
• the package is marked as "delivered," but you still can't find it despite checking with neighbors/the parcel shop
• the shipping provider shows an error status (e.g. "undeliverable")

Ideally, send us:

• your order number
• the current tracking information (screenshot or text)
• a brief description of what you've already checked

We will clarify the whereabouts of the package directly with the shipping provider and inform you of the next steps (e.g. an investigation or a reshipment).