What should I do if my parcel appears to be lost or delayed?Updated 9 hours ago

If your parcel tracking has not been updated for several days or the estimated delivery time has passed, please contact our Client Services team at [email protected] with your order number.

We will check the situation with the carrier and keep you informed as soon as we receive further updates.

To investigate your request, additional supporting documents may be required, such as photos of the parcel, the items, the packaging or the shipping label, along with a written description of the issue encountered. Depending on the circumstances, an investigation may be opened. If your parcel is suspected to be lost, you may also be asked to provide a handwritten declaration confirming non-receipt, together with a copy of your ID.

If an investigation is opened, the processing time will depend on the carrier and may take several business days. Throughout this process, our Client Services team will remain your main point of contact and will keep you updated as soon as new information becomes available.

Once the investigation is complete, if your claim is accepted, we will offer an appropriate solution. If your claim is rejected, no further action will be possible.