Once your package has been handed over to the shipping provider, we have limited influence over the delivery process.
In some cases, delays may occur due to holidays (including international ones), weekends, address errors, or high shipping-center workloads. We kindly ask for your patience and recommend checking the tracking status regularly.
Please note that tracking updates may not always appear daily. Your package may still be in transit even if the status remains unchanged.
What should I do if the status doesn’t update?
If your tracking status hasn’t changed for 4 business days, please contact our customer support team. Since this indicates a significant delay, we offer you two options:
1. Package stop & refund: If possible, we will request a package stop (return to sender) and issue a full refund, including your Pouch Points. This allows you to place a new order in our shop right away. The processing time for this usually takes one business day.
2. Continue waiting: In some cases, waiting a little longer may be the best option, as the courier may still deliver your package.
Please note that a package stop via DHL is not always possible, especially if the package is already in the final stages of delivery. Our customer support team will inform you about the next possible steps after reviewing your request.