If your package has not arrived in the timeframe given at the time of booking, there could be a number of factors that has caused this, so there is no need to be alarmed.

The carrier cannot deliver the goods when:

• The recipient is not present at home during the agreed delivery window
• The address of the recipient is not complete or correct (for example, the house number or name on the intercom is missing)
• The recipient refuses the shipment
• Issues with an incomplete or vague customs invoice

Whenever one of the following cases occurs, please send a request to our Customer Support.

You will be asked to provide the recipient details. When a parcel cannot be delivered it will be held in storage at the carrier facilities. If the shipment is held in storage, you, the sender, will have to make the arrangements for the re-delivery within 24 hours.

Please remember that the sender and the recipient can always track the shipment in order to have the latest status of the delivery from the carrier´s website.

Please note, time frames given by the couriers are based on working days and they are only an estimate. If your tracking is not being updated and the item is late, please contact our customer support and our team will be happy to assist you and help you get it delivered.