My package is marked "delivered" but I haven't received anything: what should I do?Updated a month ago

We are very sorry about this situation. We know how stressful it is to wait for an order that does not arrive, but please rest assured: we will support you until you have your items in your hands.

Here are the steps to follow to help us resolve this issue:

• Check your immediate surroundings: It frequently happens that the package has been handed over to a neighbor, a building caretaker, or left in a secure, out-of-sight location.

• Wait 24 hours: Some carriers sometimes validate the delivery a little early in their system while the courier is still on their rounds. The package very often arrives a few hours later.

• Check the carrier's proof: Check your tracking link to see if a drop-off photo or a signature has been recorded.

Still nothing?
If despite these checks you cannot find your package, contact us immediately. We will launch an official investigation with the carrier.