Track & Trace
Track your order
Once your shipment has been processed and tracking is available, you will receive the shipping information with a tracking link. You can use it to follow the latest progress of your parcel. Any estimated delivery date or time is provided by the carrier as an indication and may change during transit.
How to track your shipment
Use the tracking link in your shipping confirmation or view your order in your customer account. There you will find the available shipping and tracking information.
When your order is prepared for shipping, the tracking information is linked to the shipment as soon as it becomes available.
You can open the tracking from your shipping confirmation. You can also find your order in your customer account.
The tracking page shows the latest information made available by the carrier, such as in transit, delivery scheduled or delivered.
After dispatch
Frequently asked questions about tracking
Tracking is based on scans and status updates from the carrier. There can therefore be some time between creation of the shipping label, the first physical scan and a later update in transit.
Important:
A tracking number does not always mean that the parcel has already been physically scanned by the carrier. If the status only says that a label has been created, the first carrier scan may still need to follow.
When will I receive my tracking number?
As soon as your order has been processed for shipping and tracking has been linked to the shipment, you will receive the available shipping information. You can then open the tracking from the shipping confirmation.
Tracking may already be visible before the carrier has physically scanned the parcel for the first time. In that case, the status may temporarily only show that the shipping label or shipping information has been created.
Where can I find my tracking?
First check the shipping confirmation for your order. It contains the tracking link as soon as it is available.
You can also view your order through your customer account. If you do not see the shipping email, please also check your junk or spam folder.
Why does it only say 'label created' or show no movement yet?
A shipping label can be created before the parcel receives its first physical scan from the carrier. The tracking page then already knows that a shipment has been created, but it does not yet have a new location or transit scan to show.
Once the carrier receives and scans the parcel, the status will be updated further. If the status remains unchanged for an unusually long time, contact us and include your order number.
Why does my order have multiple tracking numbers?
An order can consist of multiple parcels. In that case, each parcel can receive its own tracking number and move through the carrier network separately.
The parcels therefore do not have to be scanned or delivered at exactly the same time. If you have multiple tracking numbers, always check the status of each shipment separately.
My tracking is not updating or my parcel is delayed. What should I do?
A tracking status can sometimes be updated with a delay. Carrier delays, customs processing, local public holidays or delivery to remote areas can also affect progress.
A displayed delivery date is therefore an estimate and not a guaranteed delivery time. If your shipment remains unchanged for a longer period or the status does not seem right, contact us so we can check the available tracking information.
The tracking says 'delivered', but I have not received anything. What should I do?
First check the delivery details in the tracking and, where possible, look around the delivery address, ask household members or neighbours, check reception, or check any stated pickup point.
If you still cannot find the parcel, contact us and include your order number. We can check the shipment and, where necessary, ask the carrier to investigate further.
Can you check my shipment for me?
Yes. We can review the available tracking information and, when there is reason to do so, contact the carrier for further checks or investigation.
Please include your order number and, if you already have it, the relevant tracking number. For information about shipping costs and estimated delivery times, you can also view our Shipping & delivery page.
Does the tracking look incorrect?
We’re happy to check it for you
Has your shipment stopped updating for a longer period, is a parcel missing or does the tracking show an unexpected status? Send us your order number and, if available, the tracking number so we can check the shipment more specifically.