Delivery Issues

If your order has not arrived after 5 working days, it may still be in transit.

Please contact our Customer Care team with your order number and email address.

We will work with our delivery partner to locate your parcel.

If you are not available, the courier may:

• Deliver to a local collection point (check the address in your tracking info)
• Leave it with a neighbour
• Attempt redelivery

Click & Collect is not currently available in Luxembourg.

We are sorry to hear that. Please try the following steps:

• Check if the courier left a delivery card.
• Ask neighbours – your parcel may have been left with them.
• Check your tracking link to see if your parcel was delivered to a collection point.

If still missing, please contact our Customer Care team.

To get your order to you as fast as possible, we may ship items separately.

Please check your order status or shipping emails – your item might be arriving in a different parcel.

If your full order has arrived and something is still missing, contact our Customer Care team with:

• Your order number
• The email address used to place the order

We are sorry about that. To return the item:

• Return Orders Here
• Select "Product did not match my order" as the reason
• Upload two clear photos of the item and the packaging
• Make sure the item is unused, in original condition, and includes all tags and packaging (shoes must include the original shoe box)

For full return instructions, click here.

We are sorry your item was damaged.

When returning it, select "product was damaged, dirty, worn" as your return reason.

For more return information, click here.

If your order could not be delivered, the courier may return it to us.

• Check your tracking link in the "Your order is on its way" email or shipping confirmation for details.
• Returned orders cannot be resent. You will receive a full refund once the return is processed.