My return is marked as "delivered," but you haven't received anything. What should I do?

First, check the tracking information.

Was the package delivered to a neighbor or a pickup point?

Let us know. We can pick up the package from there.

Did you return it to the wrong company?

We can't help with this. Please contact the company you sent it to.

Was the package delivered and is there a proof of delivery?

Send us the proof of delivery. We'll check if it's correct (familiar name and realistic delivery time). If it couldn't have been received by us and you used our label, we'll start an investigation with the carrier. You'll get your money back once the investigation is complete.
If you used your own label, you can contact the carrier yourself.

Was the package delivered, but there's no proof of delivery and you used your own label?

Unfortunately, we can't help in this case. There is no signature for receipt. Please contact the carrier and ask them to start an investigation. You'll get a refund if the investigation shows the package is lost.

Did you return it using our return label?

We'll start an investigation with the carrier.
The refund won't be processed yet, as the package might still be returned to your address.
If the investigation is completed and the package is lost, we'll refund your money.

The investigation may take a few weeks.