I have not yet received tracking information

It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent an auto-email containing tracking information.

If you haven’t received a dispatch email with the tracking number more than 4 days after you placed the order, get in touch with our team, so we can help!

My package is not moving on the tracking link

Note, that tracking numbers may take 24-48 hours to activate. 

International orders shipped via standard service (as opposed to an express services) do not provide continuously updated tracking information. If the parcel is still within the delivery times advised at the checkout and on our website, there is nothing to worry about.

If your international order has not arrived by the expected date or there is no update on the tracking information for more than 5 business days, please let us know so we can check with the courier partner.

My package is stuck in customs

Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities.

As only the recipient of the package can make an inquiry with the local customs authorities, for any details regarding the process and its due date, please contact them directly using the tracking reference number provided in your dispatch confirmation email.

I prepaid my duties & taxes, but have been charged more fees for delivery

If you prepaid your duties & taxes at checkout, your international order is covered by our ‘guaranteed landed shipping cost service’, meaning that you should not have to pay any further fees.

a) If you have not paid the invoice for additional charges, please do not – we will resolve the issue directly with our shipping partner.

b) If you have paid this invoice, please send us a copy of the receipt and we will look into this for you.