What should I do if a product is missing from my order?

It can naturally happen that you open a package and discover that an item is missing. Although the status may show 'Completed', there is often a logical explanation. Use the steps below to find out where your product is.

1. Check the order status and tracking

Sometimes an order is shipped in multiple packages (colli), especially with large orders, fragile items, or chainmail. These are not always delivered simultaneously.

• Check your account:
  • Partially completed: Not all packages have been shipped yet.
  • Completed: All packages have been shipped.
• View the order status page: Use the link in your confirmation email. In our Shopify system, you can see the status and tracking information for each package, even if different carriers are used.
• Meaning of statuses:
  • Confirmed: Order placed, not yet shipped.
  • On its way: (Part of) the order is on its way.
  • Out for delivery: The delivery person is nearby.
  • Delivered: The package has been delivered.

2. Check the packaging material

Small products can be easily overlooked.

• Wrapping paper: Small items are often wrapped in the filler material or attached to larger products for protection.
• Do not discard immediately: Open all filler material and thoroughly check the box before placing it with the recycling.

3. Stock discrepancy or cancellation

Sometimes it only becomes apparent during packing that a product is no longer in stock.

• Partial shipment: We send the available items ahead. The missing item will be delivered later. Check your email for messages about the specific shipment.
• Cancellation: If a product is truly no longer available, you will receive a credit invoice within two working days, and we will refund the amount within a week.

4. Inspect the packaging for damage

Is the box damaged, torn, or are there holes in it?

• Possible theft or loss: There is a chance that an item fell out of the box during transport.
• Action: Immediately take a photo of the damaged packaging and contact our customer service.

5. Contact us

Have you checked the filler material, are all packages delivered according to tracking, is there no cancellation, and is the box undamaged?

• Packing error: Although we work carefully, it remains human work. In rare cases, a product may have fallen to the ground.

Solution: Contact us immediately. We will check the system with you and ensure that the product is delivered later or that you receive a refund.