My order hasn't been delivered yet. What should I do?

Check the delivery guarantee start date first:

1. Go to My Orders.
2. Select the order from the list.
3. Click on "Additional Details" next to it.
4. Check the Delivery section at the top of the page.

If the date has passed, don't hesitate to submit a refund request by selecting No under the Have you received your order? tab on the same page. You will be asked to provide the email address where our response will be sent.

Can my request be declined?

Yes, in the following cases:

• The delivery guarantee has expired. The delivery guarantee is valid for 14 days from the mentioned start date—make sure to contact us within that period.
• Your package is marked as delivered by the delivery company.