Support

Check this page for solutions to your problem.
If the problem still persists, you’ll find how to contact us here.

Please note that for orders outside of Europe, the shipping times listed show when your order will reach your country. From there, your national postal service may take longer to deliver it to you, and we have no control over that. Especially with the COVID crisis, it's not unexpected for your package to be late.

 

It's good to check whether your order was a backorder - those get fulfilled immediately after we have more stock. You can check this through your My Account panel, in the Orders section.

 

Sometimes, packages will appear as stuck, especially in ISC facilities or while they're on transport to the country of destination. This is especially prominent during national holidays. The postal system is under heavy load currently, but rest assured your package is on its way to you.

 

If you still have concerns and believe that your package has been lost, let us know at [email protected].

Please check your spam folder, as emails from us will often end up there.

If you still couldn't find the emails, write to us at [email protected]. Include your name, address and the date you made the order so we can retrieve the information for you.

We've shipped your order, but it's going to take some time for it to appear in the receiving postal service's system. Check back in a couple of days - it should have updated.

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Couldn't find a solution?

Let us assist you. Contact us at [email protected].
Our reply will probably end up in your spam folder – make sure to check that.