Package not received?
What should I do if I have not received my package yet?
Would you like to find out more about the current delivery status of your order? You can easily track the delivery status of your order via the Track & Trace link.
We always strive to deliver your order within our standard delivery times, but unexpected factors can sometimes cause delays. If you have not received your package within our standard delivery times, follow the steps below.
Solution
- Check the delivery times for the type of item in your order. If your order contains assembled items, delivery may take 1–2 additional business days.
- You can check the status of your order by going to Track & Trace.
- Check the delivery status of your order in the table below. Here you can see which stage your order is at and what you can do at each stage.
| Delivery status | Solution |
|---|---|
| Order has the status 'Cancelled or pending payment'. |
Your order may have been cancelled or not yet shipped because the payment may not have been received on time or may not have been completed in full. Please contact us. |
| Order is stuck at the status 'Order paid'. |
The item you ordered may no longer be in stock. Please contact us. If the item is out of stock, it will be ordered for you. |
|
Order has the status 'Order shipped’. The tracking code is stuck at the status 'Out for delivery' or any preceding status. |
The tracking code is stuck at the status 'Out for delivery' or any preceding status. Your order has left our warehouse and is now with the courier. Please contact us. |
|
Order has the status 'Order shipped'. The tracking code has the status 'Delivered' but the package has not been delivered. |
Please contact us. We may ask you for proof of delivery. |
|
I have not received my package, but the status of the tracking code on the courier's website says 'Delivered'. |
Please contact us. We may ask you for proof of delivery. |
| I have received a package, but it is incomplete. |
Your items may have been shipped in separate packages. If you do not receive a second package, please contact us. |