How to track your orderUpdated 5 months ago
We understand how important it is to stay updated on the status of your order. Here’s everything you need to know about tracking your order.
Tracking your order
Receiving tracking information
Once your order has been dispatched from our warehouse, you will receive an email with your tracking information. The email with include a tracking link and tracking number.
Please note that it can take a few hours for the tracking details to be updated in the system.
Understanding tracking updates
Business days: Carriers usually operate on business days (Monday to Friday). Therefore, it is normal for your parcel not to have new updates during weekends. The expected shipping time you chose upon ordering is estimated business days.
International orders: If your delivery address is outside Denmark, your parcel will be handed over to your chosen local carrier once it arrives in your country. Once it's handed over to the local carrier an expected delivery date will be provided.
Dealing with delays
Possible delays: Delays can occur, and unfortunately, we cannot speed up the process. We can only access the same tracking information as you. Please wait a couple of business days for the tracking to be updated.
No updates for several days: If your parcel hasn't had new updates for several business days, please reach out to the carrier for more information. You can also contact us at [email protected]. We can initiate an investigation with the carrier, but this process can take up to 6 weeks. Therefore, it is often faster if you contact the carrier directly first.
Order marked as delivered but not received
Check alternative delivery locations
Tracking link: First, check the tracking link for any additional information. Sometimes the package is delivered to a pickup point or left in your mailbox.
Proof of delivery: Look for any proof of delivery photo or document. This can provide more details about where the parcel might be. It could be delivered to neighbours or placed in a hidden spot outside your house.
Verify Address:
Double-check the address provided in your order confirmation to ensure it is correct.
Other places to check:
- Local Parcel Shops
- Local Post Offices
- With Your Neighbours
Still can't locate your parcel?
If you are still unable to find your parcel, please reach out to us at [email protected], and our team will assist you as fast as possible.
Tracking shows returned to sender
If your tracking information indicates that your parcel is "Returned to sender," it means the package is on its way back to us instead of being delivered to you. Here are some possible reasons for this status:
Incorrect address details: The delivery address provided might be incorrect or incomplete, making it impossible for the carrier to locate the address.
Pickup point expiry: If your order was delivered to a pickup point and is now returning to us, it means the parcel was not picked up within the allotted time.
What to do next
Contact us:
Please contact us immediately at [email protected] if your tracking information shows "Returning to sender."
Provide correct address:
If the return is due to incorrect address details, provide us with the correct address, and we will send you a replacement package.
If you no longer want the parcel:
If you do not wish to receive your parcel, contact us when the tracking shows "Returned to sender," and our team will assist you.
Contact information
For any additional help or questions about your order, feel free to reach out to our customer support team at [email protected]. We are here to help you with any issues or concerns you might have.