Your parcel is stuck

• Please provide us your tracking number, we will open a request to the shipping carrier.
• In case your parcel couldn’t be delivered, a new product will be shipped.

Your parcel is in a pickup point

• Please provide us your tracking number, we will open a request to the shipping carrier.
• We will send you the address of the pickup point in the following hours.
• If your parcel has been shipped with a standard tracked shipping method, you can also enter your tracking number on your local services page for more details.

Your address changes during the journey of your parcel

• Please provide us your tracking number, we will sent it to the shipping carrier.
• Unfortunately, we can’t guarantee the change will be effective.

Your parcel has been returned

• Please provide us your tracking number.
• As soon as we will receive the confirmation that your parcel is on its way back, we will proceed with a new shipment or offer you a refund.

Your parcel has been delivered to a wrong address

• Please provide us your tracking number, a statement and a copy of your ID, we will open a request to the shipping carrier.
• It could be annoying, but the  shipping carrier needs your ID to compare your signature to the proof of delivery.