Our phone number is listed at various locations on the site. We recommend that you first check the status of your order in Your Account or send us an email. On weekdays we aim to respond within 24 hours to your email. But before you send your email, we request you check the following:
1. Have five working days passed since your purchase (please allow more for international shipments)?
Is this not the case? Please be patient, your order is on its way. Five working days (weekends do not count) is not a mandatory term, but indicative. Usually orders are delivered within five days of purchase (for international shipments this is generally more than 5 days). If delivery within 5 days cannot be made, then we will advise you via email. In Your Account you will find all the information necessary to track your order, 24 hours a day.
2. Have you received a shipping notification?
From the time of shipping (order status: Finished) a target period of 3 (three) working days commences. Under normal circumstances packages arrive within one or two days (more for international shipments). Using the Track & Trace information contained in the “order completed” email and in Your Account, under the specific order, you can track your order. This is faster and easier than calling!
3. Have five days passed without shipping confirmation or any information whatsoever in your account or email?
If five working days have passed and no communication from us (even no update on delays in your inbox and account) then it is possible something has gone wrong. In this instance, please send an email with your name and order number to firstname.lastname@example.org. Our service team has all the necessary information and we will investigate as a matter of urgency.