Missing Items

Tracking sometimes stops moving for a few days — that is normal while a parcel passes between carriers. Write to us if tracking has not moved for 7 days, or if the carrier marks the parcel delivered and you have not received it. Give us the order number. We open a case with the carrier. That takes up to 14 days, and we tell you what they answer. If the parcel is confirmed lost, we send the order again or refund it in full — your choice. If the box arrives damaged or something is missing from it, photograph the parcel and its contents before unpacking any further and send us the photos within 48 hours. Without them the carrier will not accept a claim.