We provide tracking information for almost all packages sent to our customers.
This tracking information is available to you via your personal account pages on the website.
Please consult the tracking information first, to see the current status of the shipment.
If you feel that the tracking information seen there is faulty, incomplete or missing, please contact us immediately so that we can investigate the matter as soon as possible.
If deemed necessary, we will contact the delivery service which are handling your shipment and start an investigation with them. We will keep you informed as this investigation develops.
If you are convinced the tracking information is incorrect (i.e. it states delivered, but you did not receive any package), you need to contact us at firstname.lastname@example.org within 7 days from the delivery date stated in your track&trace. We will contact the delivery service that is handling your shipment and start an investigation with them. We will ask you to fill out a legally binding "Not Received Statement" (this document varies depending on which delivery service was used).
Depending on the outcome of that investigation, several things can happen:
- Your package has been found and will be delivered
- Your package is considered permanently lost
If a package is considered permanently lost, we will work out a mutual benefitting agreement with you. This can be a full or partial replacement, a full or partial refund, or something similar.