Until when can I report that my package is missing?

It is very important to closely monitor the status of your shipment. If your package does not arrive, the following rules apply for reporting a missing package:

• Timeframe for postal investigation: We can initiate an official postal investigation with the delivery service up to a maximum of one month after the shipping date of your package.

• After this period: Once this month has passed, it is no longer possible for us to open an investigation. In that case, we unfortunately cannot assist you further in locating the package or claiming compensation.

• Taking action yourself: If the one-month period has passed, you may still try to contact the delivery service directly to see if they can do anything for you.

• Own responsibility: Since we have no options after that month, we advise you to always raise the alarm in a timely manner if the tracking information does not change for an extended period.

Why a postal investigation? A postal investigation is an official process in which the carrier tries to determine where a package has gone. Please note that such an investigation with the delivery service can take on average several weeks. During this investigation, we cannot process a refund or resend.