Check your order

Orders are dispatched within 1 to 2 working days. The shipping email, with your tracking number and a link, is sent as soon as your parcel leaves. Check your spam folder too: the sender is Nuvaneo.

If nothing has arrived 3 working days after your order, contact us with your order number and we'll check straight away.

Almost certainly not. Between the moment a parcel leaves and its first scan by the carrier that delivers it to you, tracking can stay on the same status for 3 to 5 days. It starts moving again as soon as the local carrier scans it.

If there has been no update for 10 working days, tell us. We open an investigation with the carrier, and if the parcel is confirmed lost we send a replacement free of charge or refund you in full.

Your parcel is handed to a local carrier or to your national postal service for the last part of the journey, and that carrier sometimes gives it a new number. Both numbers belong to the same parcel. This page always shows the most recent one.

First check your safe place, your letterbox for a carrier's card, and with neighbours or anyone else at your address. Carriers sometimes mark a parcel as delivered a few hours before it actually arrives.

Still nothing the next working day? Contact us with your order number. We ask the carrier for the delivery proof (photo, GPS position, signature) and, if the parcel can't be found, we replace it or refund you.

Don't pay it. The total you paid at checkout covers your order, and we never ask for an extra payment by text message or email. Messages like this are usually scams that imitate well-known carriers.

If a carrier gives you an official notice asking for a payment, send us a photo of it before paying anything and we'll sort it out with them.