Orders & Shipping

Your order confirmation email links to the current status of your order, and tracking is added as soon as your parcel has been handed to the carrier. If you have an account, every order and its tracking link is under Account → Orders.

Orders move to our warehouse quickly, so the window for changes is short. If your order has not yet been dispatched, contact support with your order number and the change you need — we will confirm what is still possible. Once a parcel has left, changes are handled through the return process instead.

1. Find your order number in the confirmation email or under Account → Orders.
2. Contact support and describe the change — items, quantity or address.
3. We confirm whether the order can still be updated before dispatch.
4. If it has already been dispatched, we point you to the return route instead.

Dispatch timing depends on your delivery country and the cut-off shown at checkout. You receive a dispatch confirmation with tracking the moment your parcel is handed to the carrier.

Tracking often pauses while a parcel moves between carrier facilities or crosses a border — scans resume at the next hub. If nothing changes well beyond the expected pattern for your route, contact support with your order number and we will trace it with the carrier.

First check safe places, neighbours and any parcel-shop notice — carriers sometimes scan “delivered” at the depot stop before the final handover. If it still hasn’t appeared shortly after, contact support with your order number; we open a trace with the carrier and keep you updated on what happens next.

Check the dispatch email first — larger orders can leave in more than one parcel. If the order was sent complete and something is genuinely missing, contact support with your order number and which item is missing; we resolve it with a replacement or refund route.

Keep the item unopened, and contact support with your order number and a photo of the can you received. We arrange the correct item and tell you exactly what to do with the incorrect one — you never pay for our picking error.

Photograph the outer parcel and the affected items before unpacking further — those photos let us resolve most damage cases in one reply. Then contact support with your order number and the photos.

Contact support with both order numbers as soon as you notice. If the duplicate has not been dispatched we stop it; if it has, we route it through the standard return process.

Contact support immediately with your order number and the correct address. Before dispatch we can usually update it; after dispatch, options depend on the carrier and we will tell you honestly what is still possible.

Larger orders are sometimes split so nothing waits on one out-of-stock line or one full parcel. Each parcel carries its own tracking link in your dispatch emails; the remaining part is already on its way.

When a parcel is refused, not collected in time, or undeliverable, the carrier returns it to us. Once it arrives back and is checked in, we contact you about redelivery or a refund according to the returns policy for your delivery country.

What happens after a missed delivery attempt — redelivery, a parcel shop or a locker — is decided by the carrier serving your address. The tracking page always shows the current holding place and the collection deadline.

Some postcodes are served on extended carrier schedules. If your area is one of them, the delivery estimate shown at checkout already reflects it.