What should I do if I haven’t received my package?

Last updated: 10/15/18
If you haven’t received your package within our standard delivery times, please follow the steps below. 

Solution

1. Make sure you check the delivery times for the product type of your order. If your order contains personalized products, delivery takes 1 - 2 business days longer. 
2. Check the delivery status of your order in the table below. It explains each stage the delivery can be in, and what you can do at that stage.
 
Delivery statusSolution
Order has status ‘Cancelled’. Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled.
Order stuck on status ‘Order received’.It can be that the product you ordered is out of stock. Please contact us.  If product is out of stock, the order gets cancelled.
Order has status ‘Order shipped’. The tracking number is stuck on status ‘Out for delivery’ or ‘Label has been created” Your order has left our warehouse and is now in the hands of the carrier. Please contact us
Order has status ‘Order shipped’.  The tracking number on the carrier website states ‘Package has been delivered’ but the package wasn’t delivered.Please contact us. We may have to request a proof of delivery.
 
 
I didn’t receive my package, but the tracking number on the carrier website states ‘Package has been delivered’.Please contact us. We may have to request a proof of delivery.
I ordered a Customized (mi adidas) product and I still haven’t received it.Custom-made products can take 4 - 6 weeks until they are delivered. If it has been longer and you haven’t received a status update, please contact us.
 
I received a package but it is incomplete.It is possible that your products are shipped in separate packages. If you don’t receive your second package, please contact us.
 


 

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