What happens if my package is lost or damaged?Updated 2 months ago
We work with reliable shipping partners across Europe to ensure safe and fast delivery of your order. However, shipping issues can occasionally occur during transport.
If Your Package Arrived Damaged
Please inspect the package carefully upon delivery.
If the package or products arrived damaged:
- Take clear photos of the shipping box and damaged items
- Keep all packaging materials
- Contact our support team as soon as possible
Please send:
- Your order number
- Photos of the package and damage
- A short description of the issue
Damage claims may be rejected if the original packaging is no longer available or if the issue is reported too late after delivery.
If Your Package Appears Lost
If the tracking has stopped updating for several business days or the package was not delivered within the expected timeframe, please contact our support team.
We may open an investigation with the shipping carrier.
Please note:
- Carrier investigations can require several business days
- We cannot issue immediate replacements or refunds while an active carrier investigation is ongoing
- Incorrect shipping addresses entered during checkout are the responsibility of the customer
Packages Marked as Delivered
If the tracking status shows “Delivered” but you did not receive the package, please:
- Check with neighbors or household members
- Check safe places or parcel lockers
- Contact the shipping carrier directly
In some cases, carriers may mark shipments as delivered slightly before the actual delivery takes place.
If necessary, we will assist you with the carrier investigation process.
For support, please contact: