How can we help?
You can check the status of your order at any time from the "Track your order" page, or directly in your account, inside the Orders section. Click on the tracking number to see the details. You will also receive the tracking number by email, once your order has been shipped.
If your order is taking longer to arrive than the timing specified when you placed the order, kindly contact Client Service: if the delay is confirmed, once the order is delivered we will refund any shipping fees you paid at checkout.
If the order status is "delivered", but you didn't receive it at the shipping address provided at checkout, first of all we invite you to check if the package was left at an Access Point: if there is no-one at the address to sign for the package, after a series of delivery attempts the courier may leave it at the closest pick-up/drop-off location. If the package appears to be lost, please contact our Client Service as soon as possible.
If at delivery the package and/or items appear damaged, or if some items are missing, we invite you to keep the box and all documents it contains, and to contact our Client Service as soon as possible. The courier may request to inspect the box, therefore it is very important to not throw it away. Once the investigation with the courier has been closed, we will contact you to find the best possible solution.
Our client assistants are at your disposal Monday through Saturday, from 8am to 7pm GMT, excluding holidays.
Phone
Call our toll-free number, Mon-Sat from 8am to 7pm GMT.
Send us an e-mail through our contact form. We usually reply within 1 working day
Chat
We're online to answer your instant messages, Mon-Sat from 8am to 7pm GMT.
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