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

Check the delivery warranty start date first:

1. Go to My Orders.
2. Select the order from the list.
3. Click on "Additional details" next to it.
4. Check the Delivery section at the top of the page.

When the warranty period is active, do not hesitate to submit the refund request by selecting No on the Have you received your order? on the same page. You will be asked to provide the e-mail address for our response.

Can my request be refused?

Yes, in the following cases:

• Delivery warranty has expired. Delivery warranty is valid for 14 days from the start date—please contact us within this period.
• Your parcel is marked as delivered by the postal service.