Please review the delivery status(es) on the tracking page.
If your customer opted to pay for their order in cash and did not have enough available at the time of delivery, the parcel will be held in storage awaiting further instruction. In such cases, Customer Support will automatically arrange a new delivery attempt at no additional cost; you do not need to contact us.
Below is a list of carriers who have active "cash on delivery" services and for whom we can release shipments from storage and request a new delivery attempt:
Orders shipped from our fulfillment center in Italy 🇮🇹:
- GLS
- BRT
Orders shipped from our fulfillment centers in Spain 🇪🇸:
- CTT
Please contact Customer Support to change or confirm delivery instructions or addresses only.
When creating the ticket, please select the correct category so Customer Support sees it: "Reschedule delivery".
Stored parcels are released daily with your customer's phone number added as a note for potential carrier-customer communication. If the order is pending for more than 24-48 hours, it is because it is not yet available for release, or your customer opted to pick the order up at the parcel shop.