Why is my box at a pick-up point?

Our carriers always attempt home delivery first — usually up to two times. If the delivery is unsuccessful, your box is redirected to a nearby pick-up point.

How you'll be notified

You'll receive an email and/or SMS from the carrier with:

• The location of your pick-up point
• The deadline to collect your box

You can also track your delivery at any time via the tracking link in your Orders section.

Collecting your box

Make sure to collect it before the deadline indicated by the carrier — uncollected boxes are typically returned to the sender after a few days.

📸 If your box is damaged when you collect it, take photos straight away.

Something wrong?

You can open a claim from your account within 14 days of delivery:

❓ Still have questions? Contact our team →