If you are absent or miss the delivery of your item, the carrier will contact you to let you know the next steps. Depending on the carrier, they may advise you that you can:
- Collect the parcel from the nearest post office or a collection point within 10-15 days
- Rearrange a delivery window during which they can successfully deliver the item
- Select a new delivery address or collection point
If your ordered with Direct Shipping
If after several attempts to deliver the parcel the carrier is not able to do so, the item will be returned to the hub. We will then contact you to re-arrange delivery. If a correct or updated delivery address is not confirmed, the item may be returned to the seller and a full refund issued.
If you ordered with Authentication
In rare cases, if the carrier cannot locate your address, the parcel may be returned to us. When we receive it, we’ll contact you by email and ask you to update your address details. By updating these details, the re-shipping of your parcel will be triggered.
To do this, log into your account:
On the App: Me → My account → My address and telephone details → My delivery addresses
On the Website: My account → Information → Delivery address
Your package will then be shipped out to you, free of charge.
We’ll also send you an email with a tracking number so you can track the progress of your parcel to your door.
Are your address details already correct?
If you do not need to make any updates to your listed address because you are happy with all the information, you will need to contact us to arrange the reshipment of your order so we can find out what went wrong and how we can fix it.