FAQ
What should I do if there is a missing item on delivery of my order?
If an item is missing from your order, please first to log in to your customer account to view the tracking information for your order. It is possible that your order will be delivered in several parcels and the other parcel(s) is/are still being prepared or shipped. If you do not have a customer account and have placed an order as a guest, go to the [Track my order] portal in the footer of our website and access the tracking information by entering the associated email address and your order number.
We are sorry to inform you that, in very rare cases, it is possible that the missing item has been cancelled due to lack of availability when the order was prepared. If an item is cancelled, we will send you an email to let you know and another indicating that we will refund the cancelled item. If you do not receive these emails, please check your junk folder. You can also see whether an item in your order has been cancelled by checking your customer account or the [Track my order] portal in the footer of our website.
Finally, if the missing item is not being prepared/shipped, or has been cancelled and is therefore in the process of being refunded, please click here.
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