No tracking number / Tracking doesn't workUpdated a year ago
If you can't find your tracking number:
Your tracking number is sent to your email automatically once the order is ready for shipping. If you haven't receive it yet, then it is possible that the order is still processing.
Please also do the following:
- Please check the spam folder, it may be there
- Please make sure the email you are checking is the one you used to place an order
If you still can't find the tracking number, please contact us.
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.