Why haven’t I received all parts of my order?

If you have not received your entire order, don’t worry because you will receive it over the following days. On some occasions, and for logistical reasons, the courier company divides the order into different deliveries. If after 3 business days from the delivery of the first part of your order, you still have not received what is missing, you must process the incident through the website within your personal account: 

1. Log in and access “My Orders. 

2. Select the order you want to return by clicking on “View Order”. 

3. Click on “Return order or process an incident”. 

4. Fill out the form to process your incident by selecting the option “Product missing from the order”. You must indicate the packages or products that you are missing in “Notes”. The more details you indicate, the better they will help us to speed up the process. 

We will send you an e-mail within a maximum period of 3 working days with the outcome of your request. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address you used to place your order and follow the steps explained above.