My tracking isn't updating, what should I do?Updated 3 hours ago
Don't worry: tracking that goes quiet for a few days is common. Follow these steps in order. In the vast majority of cases, the package is moving even when the tracking isn't:
1️⃣ Wait 2 to 3 days. It's normal for tracking to show no updates between two steps, especially between leaving our warehouse and arriving at the carrier's hub, or when crossing a border. You can check your package's status anytime on our tracking page: CLICK HERE.
2️⃣ Contact the carrier. Beyond that, the carrier is the fastest way to pinpoint exactly where your package is in their network:
- La Poste / Colissimo: Contact La Poste
- Chronopost: Contact Chronopost
- Mondial Relay: Contact Mondial Relay
3️⃣ Contact us. If your tracking shows no movement for more than 3 business days and the carrier hasn't given you an answer, write to us with your order number: we'll open a claim directly with the carrier and follow your case until it's resolved. Good to know: a carrier investigation usually takes 2 to 3 weeks. That's the time they need to search for the package in their network, and unfortunately we can't speed it up. We'll get back to you as soon as we hear anything. And if your package turns out to be lost for good, we'll ship your order again: you won't be left without news, or without your package.