My order hasn't been delivered yet. What should I do?

Check the warranty start date first:

On the website:

1. Go to My orders.
2. Select the order from the list.
3. Click on Further Details next to it.
4. Check the Delivery section at the top of the page.

On Android/iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order from the list.
4. Tap When will the package get delivered?.
5. Check the Warranty section.

If it's been past that date, don't hesitate to file a refund request by selecting No on the Have you received your order? tab on the same page. You'll be asked to enter the email address our reply will be sent to.

Can my request be declined?

Yes, in case:

• The warranty has expired. The warranty is active for 14 days since the abovementioned start date — make sure to contact us within that period.
• Your parcel was marked as delivered by the shipping company.