My order hasn't arrivedUpdated a year ago

Firstly, please check our shipping estimates here (please note that usually it also takes us up to 3 business days to process your order).

If your order hasn't arrived within the estimated timeframe, normally it is simply due to a postal delay and there is nothing to worry about - it just needs some additional time.

If your order has been shipped 30 days ago and hasn't arrived, it is most likely lost - please contact us in this case, we will check it and arrange a replacement as soon as possible.

Additionally, it is important to understand that shipping delays may occur due to political events, mail and transportation strikes, or bad weather.

It may also be useful to know if there is any issue with your parcel by checking your tracking page. 

If your tracking doesn't work, doesn't update:

*This section is for non-USA orders, if you ordered from the US please see the next section.

Your tracking is updated when your parcel is physically scanned at a postal facility, but there could be multiple reasons why your tracking page is not updating:

• The parcel is slightly delayed and it hasn't arrived to the next postal facility to be scanned. In this case please allow it some time, it will reach the next transit facility and it will be updated.
• If there is only one update on the tracking page, it means that the order is either not shipped yet, or it is awaiting for the initial scan at our post office.
• The parcel could be 'stuck' at one of the facilities due to backlog in the postal system or at border & customs of your country. Usually this will clear itself after some time.
• If the tracking page gives an error or shows a wrong destination country, it means we accidentally provided a wrong tracking number, please contact us and we will fix.

If your parcel has been stuck in the same place for more than 14 days, please contact us and we will investigate.

USA orders - Tracking doesn't work, doesn't update:

If your USPS tracking is not updated for some time, this is usually because the parcel is travelling from our studio in Europe to a distribution center in the US.

While the parcel is on the way to the US, it is not scanned anywhere and this is why the only tracking event you will see is "label created".

Once the parcel arrives to a distribution center, it will be handed to USPS and they will scan it and provide you with an estimated delivery date.

If your parcel has been stuck in the same place for more than 14 days, please contact us and we will investigate.