Does your track & trace say "delivered"?
- Check with your neighbours, in your letterbox and at a nearby collection point.
- Still not found it? Complete your carrier's declaration: GLS. There is no form for UPS or DHL Express.
- Report it through the contact form: enter your order number. If you've completed a declaration, attach it.
What happens next?
We'll start an investigation with the carrier straight away and update you within a few working days. If your parcel cannot be found, we'll send a new parcel or give you a refund. You'll then sign a form agreeing to refuse the original parcel if it does arrive. If a product is no longer in stock, you can wait for it to arrive, choose another product or cancel.