My order hasn't arrived, what should I do?
If you placed your order with your membership account, check the status of your order. You can do this on your Store Account under 'Your Orders'. See screenshot below.
• If your order has been shipped and you have received your tracking number but cannot see any progress, please keep in mind that the package may still be on its way. If you see no progress for a few days, you can contact the courier to find out more about this or contact customer support via the “Submit a Request” button below.
• If your delivery does not include a tracking number, it may take up to 15 working days to arrive. If your order has not arrived after this length of time, please contact customer support for assistance.
• When checking the tracking link, if your order has been marked as delivered but you have still not received your order, please check with family members/neighbours or friends to see if they have taken in your package. If this is not the case, please either contact the courier to find out more about this or contact customer support via the “Submit a Request” button below. If you do contact customer support, please also include the following required documents:
- Scan of your ID
- Scan of a handwritten declaration that neither you nor anyone else living at your address received the parcel (please write this declaration fully by hand and do not just sign it as otherwise the transport company will not accept the document)
Customer support will then inform you about the further process
Note: Please make sure to provide your order ID when contacting customer support.