If the carrier couldn't deliver your parcel and it wasn't collected from the collection point, it will be returned to us.
Once it arrives, we'll email you to ask what you'd like us to do.
- Send it again? That's free. Include your full address and house number in your reply.
- Want a refund? Tell us in your reply to our email and we'll refund the shipping costs too.
Outside the EU, we always issue a refund.
Has your parcel not been returned to us yet?
Is it still at a collection point? Collect it before the collection period shown in your track & trace expires. Were you out when delivery was attempted? The carrier will usually try again.
Don't want to wait for our email? Let us know through the contact form and enter your order number.