Shipping policy

Lost Orders Policy

For packages lost in transit, please get in touch with us within 20 days from the estimated delivery date. We'll be happy to send a replacement order on your behalf if your issues meet the criteria below:

Please note:  that we will place a reorder on your behalf unless you specifically mention that you prefer to receive a refund.

If you believe your order is lost and it meets the following criteria, and we'll be happy to send a replacement order:

  • You have confirmed that the address provided is correct and complete
  • You have contacted your local post office or the shipping carrier to locate the order
  • The order is not marked as delivered by the shipping carrier
  • It has been several working days since the Estimated Delivery Date has passed (keep in mind that the lost order claim should be submitted within 20 days from the Estimated Delivery Date), and
  • There were no recent updates made by the shipping carrier in the tracking link.

For the order to be considered lost, we might first need to confirm this with the shipping provider.

The order is marked as "Delivered" but you have not received it

The most likely situation here is that the package has been delivered at the door, or received by someone else at the address. After this, we recommend that you request the recipient to check further for any delivery notes or more information from the shipping provider.

As it is not possible to verify whether the recipient has not actually received their order, we will not be able to provide a refund or a free replacement order if the tracking link indicates that the shipment was delivered. You can, of course, place a (paid) reorder if you would like for us to send a replacement.

Returned to Sender Policy

For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order. 

Wrong Address

If you provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Rejected by the Recipient

If you reject the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order. (If rejected due to damage, please review our refund policy)

Unclaimed

If you are not able to receive your order at the address, the shipments may be available for pick up at your local post office or carrier pick up point.

Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).