Frequently Asked Questions
Find quick answers to common questions about your shipment status, delivery issues, and policies.
Shipment Status & Updates
Why has my package status been 'unknown' or 'registered' for a few days?
Often, the package has been labeled and prepared by the webshop, but the courier has not yet scanned it at the sorting facility. This can take up to 24–48 hours.
When will my package be delivered?
Check the expected delivery date via the Track & Trace page. Please note that this is an estimate and may vary due to unforeseen circumstances.
Can I still change the delivery time?
Yes, via the carrier's link (for example, in the courier's app), you can choose a safe drop-off location or change the delivery day if needed.
Delivery Issues
My tracking says delivered, but I received nothing. What now?
Double-check your mailbox (for smaller packages), ask neighbors if they accepted the package, and wait 24 hours just in case. If it still hasn't arrived, please contact us after this period.
The status says 'delivered to a pickup point', but I didn't get a note.
You can see the exact pickup location directly in the carrier's tracking link. Don't forget to bring a valid ID and your tracking code when picking up your package.
My package arrived damaged, what should I do?
Immediately take clear photos of both the box and the damaged product. Then contact us and include the photos for a quick claims resolution.
Address & Changes
Can I change my shipping address after placing the order?
Once the package has been shipped, this is unfortunately no longer possible through our webshop. Sometimes you can still modify it through the carrier's app.
I filled in an incorrect address, what happens now?
There is a high chance the package will be returned to sender. Contact us immediately so we can inform you about the procedure for a reshipment.
International Shipments
Why is my package stuck at customs?
For international orders, delays can occur due to customs clearance. In most cases, this is handled automatically and you do not need to take any action.