Frequently asked questions
1. What will happen with my complaint?
We take every complaint very seriously. When we receive a complaint we try to ascertain what went wrong and who is responsible, in order to prevent a recurrence and continuously improve our service level.
2. How long will it take to resolve my issue?
The time it takes to resolve your issue depends on the nature of your complaint and the type of product or service involved (for instance it normally takes more time to recover an international shipment than a domestic one).
When a complaint is received, we will always give you an indication about the time it will take to resolve the issue.
Questions sent via Twitter will be replied to within the hour, so you can always expect a prompt and relevant response. The time it takes to resolve your issue depends on the nature of your complaint. Please note that while you will always receive a reply to your initial complaint, we are not able to enter into correspondence in every case.
3. How long should I wait before reporting a shipment as missing?
Do you wish to report a missing domestic shipment (with a barcode)? Please contact our Customer Service immediately. We will respond as quickly as possible.
Do you wish to report a missing international shipment? Please note that international deliveries can take much longer, and in the case of deliveries outside the EU may be further delayed due to customs inspections.
When you report a missing international shipment, we will send you an inquiry form. Please note that in some cases it can take up to several months to find out what happened to your shipment.
4. When is a shipment considered missing?
A domestic shipment is considered missing if it is not delivered within 30 days of posting. In the case of international shipments more time is added to take into account local conditions and any customs procedures that may apply.
5. What is the time limit for reporting a missing shipment?
Missing domestic shipments should be reported within a year. Missing international shipments should be reported within 6 months. If we are unable to recover your shipment sent with our Signature for Delivery, Insured Delivery or Priority Delivery service, you are entitled to compensation.