My order still hasn’t arrived! Why not?

Customer Care

Updated June 16, 2025 12:45

Has the delivery date passed and you still haven’t received your order? Please note that except in cases of force majeure or unforeseeable circumstances, products will be delivered within 7 working days of purchase. For every shipment relating to your order, you will receive a confirmation email after dispatch with a tracking code, depending on whether it was shipped from one or more warehouses (cancelled items will be indicated).
Each individual delivery can be tracked at www.ups.com.
When using Click&Collect, i.e. with in-store collection, you will receive an email confirming your order, followed by a ready-for-collection email when the full order is ready for collection at the selected store.
Before contacting us, make sure you have:
Tracked the progress of each parcel using the link(s) sent to you in the shipping email(s).
Checked that the delivery address and your contact details are correct: in particular, check that the name stated on the order is on the buzzer of the delivery address. If there are any problems, you can contact UPS directly on +39 0230303039 and change the previously stated address/name.
Checked if a delivery notice has been left by the courier. Your order may be at the courier's depot or at a UPS Access Point. By entering your tracking number at www.ups.com in the shipping details section, you can find all the information you need for collection.
If you have already done all this and still haven’t received any information on your parcel, contact our Customer Service.