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Order not arrived


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My package has not arrived

First of all, please check if your order has been shipped: You should have received an email notifying you of this - or the status in your account should have been updated.

If it hasn't shipped yet and more than 2 working days have passed since your order, contact us.

If it has been shipped, please check the tracking number for more information.



Tracking number does not work.

The parcels are shipped from our warehouse in Germany and taken to the UK. The tracking number will be activated and updated with more information for delivery by Hermes only after your order has been scanned for the first time in the UK, after having gone through customs. After that, delivery will take 1-2 working days.

If after 3 working days your tracking number is still not working, contact us (Shipping >> My tracking number is not working)



Package not received

If your tracking number says your package was delivered but you don't have it, here's what you need to do:

Please check all the information on the tracking number, as Hermes will always tell you if the package was dropped off somewhere else, and you can see the proof of delivery online.

If you don't get any information, please check if they left other information on your mailbox and ask your neighbors if they received the package for you.

If after all this you still haven't found your package, contact us (Shipping >> Where is my order?)

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