Articles on: Delivery & Tracking

What if my order doesn't arrive?

First, check tracking—packages sometimes get delayed at customs or carrier hubs. If it's been more than 10 business days past the expected delivery date with no updates, contact us immediately. We'll investigate with the brand and carrier.

Check these first

Before contacting us, verify:

1. Tracking status

Go to your tracking link (in your order confirmation email).

Status	What it means	What to do
In transit	Package is moving	Wait 3-5 more business days
Delivered	Says delivered but you don't have it	Read this article
Held at customs	Awaiting customs clearance	Wait 2-7 business days (normal for cross-border)
Unable to deliver	Driver couldn't access address	Check for delivery attempt notice
No updates for 7+ days	Stuck somewhere	Contact us now

Quick tip: Save your tracking number. You'll need it when contacting the carrier or us.

2. Expected delivery date

Check your order confirmation email for estimated delivery.

Normal timelines:

Same country: 3-7 business days after shipping
Cross-border within EU: 5-10 business days after shipping
Remote locations: Add 2-4 extra days

Good to know: "Shipped" date and "delivered" date are different. Brands might ship in 1-2 days, but delivery takes another 5-7 days depending on location.

3. Multiple shipments

If you ordered from multiple brands, you'll receive separate shipments.

What to check:

Each brand ships independently with separate tracking numbers
One brand might deliver on time while another is delayed
Check all tracking numbers in your order emails

When to contact us

Contact us immediately if:

10+ business days past expected delivery with no tracking updates
Tracking says delivered but you didn't receive it
Tracking shows error like "Lost" or "Unable to locate"
Carrier says package is lost when you contact them

What we'll need from you:

Order number
Tracking number
What tracking currently says
Your delivery address (to confirm accuracy)

What happens next

We investigate with the brand

Step 1: We contact the brand to confirm:

When they handed package to carrier
What carrier received
Any known delivery issues in your area

Step 2: We contact the carrier to:

Locate the package in their system
File a claim if package is lost
Arrange replacement delivery if package is found

Timeline: This takes 3-5 business days. We'll update you every 48 hours.

Good to know: We're on your side. If the package is genuinely lost, we'll work with the brand to send a replacement or process a refund—whichever you prefer.

If package is lost

Your options:

Replacement shipment (if product is still in stock)

Brand ships a new one at no cost to you
New tracking number provided
Usually ships within 3-5 business days

Full refund

Processed to original payment method
Includes product cost + any shipping you paid
Refund hits your account in 3-5 business days

Who decides? You do. We'll ask which you prefer once we confirm the package is lost.

What if delivery address was wrong?

If you entered the wrong address, it's trickier—but we'll still try to help.

What we can do:

Contact carrier to reroute (if package hasn't been delivered yet)
File "wrong address" claim with carrier
Work with brand to send replacement (you may need to cover shipping cost if error was on your end)

What's fair: If it was genuinely our error or brand's error, we cover everything. If address you provided was wrong, we'll help however we can—but carrier charges for rerouting may apply.

Customs delays (cross-border orders)

Packages crossing EU borders sometimes get held at customs for inspection.

Normal hold times:

Standard customs: 2-5 business days
Random inspections: 5-10 business days
Requires documentation: We'll email you if customs needs info

When to worry: If customs holds your package for more than 14 days, contact us. That's unusual and we'll intervene.

Good to know: Customs delays aren't the brand's or our fault—it's standard border procedure. Tracking will show "Held at customs" or similar.

What if carrier tried to deliver but missed you?

Check for a delivery attempt notice:

On your door
In your mailbox
Via SMS or email from carrier

Next steps:

Contact the carrier using tracking number
Arrange redelivery or pick up at local depot
Provide access instructions if your address is hard to find

Quick tip: Most carriers offer SMS notifications for delivery attempts. Sign up on their website using your tracking number.

Our philosophy on lost packages

The honest truth: Lost packages are rare (less than 1% of shipments), but when they happen, it's incredibly frustrating. You ordered workwear, paid for it, and it's just... gone.

What we think is fair: You shouldn't lose money because a carrier lost your package. We'll investigate quickly, keep you updated, and make sure you either get your workwear or a full refund. No run-around.

Our commitment: If your package is genuinely lost, we take responsibility for getting you made whole—even though we don't control carrier logistics. That's part of being a marketplace you can trust.

Questions?

Package still missing? Contact us immediately with your order number and tracking link.

Tracking says delivered but you don't have it? Read this article—it's a different scenario.

Related articles:

Updated on: 25/12/2025

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