My order was not delivered
We are sorry to hear that your order never arrived. We have made a checklist to see where this went wrong and what to do.
Was the order already shipped?
First thing to check is if the order was already shipped. It’s possible that the order is backordered because not all products were in stock when placing the order. Please check if your order is already completed. Log in to your Dashboard to check the order status. If your order is not in the Open orders list you can find it with the search function.
What was the expected transit time?
Transit times vary between different shipping levels. Basic mail takes longer than an express shipment for example. Take a look at this page for shipping and delivery times.
Which shipping level did you use?
If you used Tracked or Express shipping, there is a tracking code. You can find the tracking code in your Dashboard. This tracking code should also display if an order is delivered or if there are any issues or delays.
Report non-delivered or delayed shipments
If the above did not provide the information you need, and your order is already past the expected transit time, you can file a claim through our Partner Dashboard.
The process works as follows:
Go to the Orders tab and search for the order you want to have replaced.
Click on Report Problem and select ”Package missing”.
Fill out the necessary information to complete your claim.
We will handle your claim within 4 working hours.
You will receive an email with feedback regarding your claim once it has been handled, and you can view all claims and their resolutions under the Support tab.
If you have other questions, do not hesitate to contact our support team.