I haven't received my package. What should I do?

If your package appears to be stuck or lost, here are the steps to follow.

Check the tracking status of your package

After your package leaves our warehouse, it may take some time for the tracking information to be updated.

Depending on the carrier, tracking updates are not always daily: some information only appears when the package passes through a sorting center or after it has been scanned by the driver. We ask for your patience and recommend checking the latest tracking updates regularly.

Sometimes, the package has simply been returned to our warehouse when it has not been picked up in time.

Check the carrier's tracking notifications

You will automatically receive notifications from the carrier as soon as your package is in the final stage of delivery or available at the designated location.

Some carriers will notify you directly if your delivery is expectedto bedelayed.

If you do not receive a notification,check your spam folder and the email address associated with your order. Also check that the phone number provided is correct, as some alerts are sent by text message.

Be patient... and smile

We know that waiting for a package can be long and frustrating—we're all the same!

Please note that tracking information does not always update daily, but this does not prevent your package from continuing on its way in most cases.

No tracking or no updates?

If no information appears on the carrier's tracking page or if the package has not moved for several days:

Go to My Account > Log in.
Click on My Orders.
Select the relevant order and package.
Click on Report a delivery incident.

→ Our team will then contact the carrier to check the location and exact status of your package.

What happens in the event of a delay or non-delivery?

The delivery times provided by the carrier are for reference only and are not guaranteed.

Although they are generally respected, delays or unforeseen circumstances may occur, beyond our control. Once the package is on its way, we cannot speed up delivery, but you can count on our team to track the delivery and follow up with the carrier if necessary.

An investigation by the carrier can take up to 60 business days.

If the package is found during this period, it will be immediately re-routed to the address indicated on your order.
In the event that the package cannot be delivered, we will offer you either a credit note to reorder or a full refund.

⚠️No commercial gesture or compensation for shipping costs will be granted in the event of a delivery delay.