Send us your order number and we will pull the courier’s proof of delivery, which usually shows the time, the location and who signed for it. That answers it more often than not: a neighbour, a guard, a reception desk.

If it does not, we raise it with the courier as a lost parcel and we stay on it until there is an answer. Tell us as soon as you notice, because the courier records we need are easiest to get in the first few days.