Frequently Asked Questions

Shipment

Q: How can I track my order?
A: After shipping, the Tracking Number will become available on your client account, so that you may follow the delivery of the order.

Q: I didn’t received all the items I ordered. What happened?
A: Check your email box. It may have happened some unforeseen occurance or change to your order, and you should have been notified.

Q: Is it possible to find a missing order that shows as delivered?
A: If the tracking for your order shows it as delivered but you haven't received it, you should:

• Check if someone else at your address has accepted it.
• Look around the delivery location. Your order may have been left with a neighbour or in a safe place like a porch or garage.
• Look for a notification of attempted delivery. You may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the order.

Change or cancel an order

Q: How can I change or cancel an order?
A: For this purpose you should contact our Contact Center specifying which changes you wish to make, indicating the number of the order. However, we alert to the fact that changes can only be made while the order is being processed. After shipping it is not possible to make any kind of change.