My order is delayed. When will I get my money back?

It's frustrating when you have to wait longer for your order than expected. Although we do everything we can to ship your package quickly, delays can occur with the delivery service along the way.

Here are the steps you can take:

1. Check the most current tracking

The estimated date in the initial confirmation email is an indication. For the most current status, it's best to use the tracking of the delivery service.

Check if there is a specific message, such as a sorting error, extreme busyness at the carrier, or a failed delivery attempt.

2. Consider international shipments and weekends

• Cross-border: Packages crossing the border sometimes stay for a few days at an international sorting center or customs. This is a normal process that we unfortunately have no control over.
• Business days: Our delivery services generally count in business days. Weekends and national holidays can delay delivery.

3. Check the delivery address

Take a critical look at the address provided in the confirmation email. A small mistake in the postal code or house number can prevent the delivery service from delivering the package, causing it to go to a pickup point or even be returned to us.

4. When should you take action?

Has the tracking status not changed for more than 5 business days (no new scans) and none of the above applies? Then it's time for action:

• Contact us: We can initiate an investigation with the carrier. They will then internally check where the package is located. Want faster results? Then first contact the delivery service yourself. We have to start a package investigation at our transport hub, while the delivery service has shorter lines.
• Investigation period: Keep in mind that the delivery service often needs a few days to investigate this.

5. Package missing?

If the investigation shows that the package is definitively missing, we will of course resolve this for you. We will resend the product if available, or we will refund the purchase amount.