What to do if your package is delayed

Updated 3 months ago

First, check the timeline

Orders arrive within 3 to 10 business days after they have shipped, with an average of 3 business days.

Count from the day your order shipped, not the day you placed it. Orders placed after 1pm CET, over a weekend, or on a public holiday ship on the next business day. Weekends and holidays do not count as business days.

Tracking has stopped updating

This is normal and usually temporary. Tracking often pauses when a parcel is in transit between countries, or while it is waiting to clear customs. Your parcel is moving even when the tracking page is not.

Give it another day or two before worrying.

Why deliveries are sometimes late

• Customs clearance — parcels are occasionally held for inspection, which can add a few days
• Busy periods — carriers are slower around holidays
• Weather and local disruption — storms, strikes and road closures affect carrier networks
• A failed delivery attempt — our parcels require a signature. If nobody was home, the carrier will try again or leave a card

When to contact us

Get in touch if:

• Your order has not shipped within 2 business days of being placed
• Your parcel has not arrived within 10 business days of shipping
• Your tracking shows the parcel as delivered, but you have not received it
• Your tracking shows a problem, such as a failed delivery or a returned parcel

Have your order number ready. We will trace the parcel with the carrier and let you know what is happening.

Running low on formula?

Tell us. If a delay means you are about to run out, say so when you contact us. We will do what we can to get formula to you.