Technical issues
Orders and shipping

Where is my package?

We never postpone shipping without notifying you first.


If there is a delay before the package has been dispatched, it may be due to incomplete shipping information being provided. In that case, our Customer Support team will contact you and request the missing information.
 

In case you did not receive any information about your shipment 3 business days after a successful payment, please let us know via our chatbot Hal.
 

International deliveries will be processed by customs on arrival. This is where most delays occur. The delivery will only appear in a customer's local post tracking system once it has been released by customs. This process can sometimes delay delivery by weeks.
 

An investigation into a lost package can be initiated if there is no update on the tracking of your order for 20 consecutive days. In such cases, we assume the parcel was lost by the delivery service company, and we can provide you with a replacement or refund.
 

For assistance with any problems, or for more information regarding any of our products, please try our chatbot Hal who will help resolve your issue.

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