📦 Lost or untraceable shipment
We have processed and shipped your order. We have sent you the invoice and tracking number by email, but you still haven't received your shipment?
If your shipment is delayed, cannot be located using the tracking number, or has been with the carrier for several days without movement, don't despair – we are here to help.
First, we recommend checking:
whether the correct email address and phone number were entered in the order (for notifications from the carrier). You can check this information in your profile in your order history,
whether you have received a tracking number – you will find it in the shipping confirmation email along with the invoice,
the status of your shipment directly via the tracking link on the carrier's website.
🛠 How to resolve the situation
Contact the carrier responsible for delivering the shipment directly. You will find their phone number, email address, or contact form on their website.
If the carrier is unable to resolve the situation or does not respond, contact us via chat in the lower right corner or via the contact form.
Our team will check the status of the shipment and, if necessary, initiate the complaint process.
🎯 Notice
Complaints regarding delivery must be filed as soon as possible. Therefore, please contact the carrier first so that they can take action without unnecessary delay.
If the carrier is uncooperative or takes too long to respond (max. 7 business days), please contact us. Your satisfaction is our priority – we will do everything we can to ensure that you receive your goods or that the situation is resolved as quickly as possible.
⏳ Notes
We cannot influence the speed at which the carrier resolves the situation. You can expect feedback within 7 business days.
😔 We are sorry, but in the case of a lost or unlocated shipment, it is not possible to automatically resend the order. We recommend that you contact us – we will suggest an alternative solution and ensure that you are satisfied with how the situation is handled.
If you have any questions, please do not hesitate to contact us via chat, which can be found on the right below, or via the contact form on our website.