Why this happens

Your order may ship in separate packages. This can happen if your order contains multiple products, large quantities, or if items are produced or delivered at different speeds. Each package is shipped as soon as it’s ready.

What to do if an item is missing

If part of your order hasn’t arrived, follow these steps to report the issue through our self-service support form:

Visit our Help Center
On the Help Center front page, you'll find the option "Need help with a recent order? Start here".
Select an order
We'll show you a list of all your recent orders. Select an order from the list and choose "Get help with this order".
Select which products are missing
If everything is affected, choose "Select all products".
Select an issue from the drop-down menu
For example "Products are late, missing or incorrect". Then, select the options that best describe your situation. You can choose multiple issues and add a description.
Upload Images
You can upload up to four pictures to help us understand the issue.
Review your request
Check that all the details of your request are correct. When you're ready, select "Continue to next step".
Choose a contact method
Choose how you’d like our Customer Support team to contact you. For example, you can request a call back, start a chat or receive an email.
Wait for confirmation
You have now submitted your request. We'll send you a confirmation email to confirm we received it. In most cases, we'll get back to you within 24 hours.

Still have questions?

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