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Something didn't go as expected

How this page works

This page lists situations that fall outside the normal order flow.
Each section explains what the situation means and how it is handled.
If your situation is listed here, it is treated as an exception.

If your order is unclear or missing

This applies if payment was completed but no order confirmation was received,
or if an order existed but is no longer visible.

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  • The situation is reviewed and reconciled internally.

  • Payment and order records are checked together.

  • You do not need to take action unless additional information is required.

If preparation is taking longer than expected

This applies if an order remains in preparation beyond the normal handling window.

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  • Preparation status is reviewed internally.

  • Stock and fulfillment checks are performed.

  • No action is required from you while this review takes place.

If shipping or tracking doesn’t look right

This applies if tracking does not appear after handover,
or if tracking exists but does not update for an extended period.

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  • We coordinate directly with the carrier to clarify the situation.

  • Tracking delays or gaps are investigated internally.

  • You do not need to contact the carrier.

If there is a delivery problem

This applies if delivery is significantly delayed,
marked as delivered but not received, or if the package is damaged or lost.

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  • A delivery case is opened and handled by us.

  • The carrier is contacted on your behalf.

  • You may be asked for additional information if required to resolve the issue.

When a human becomes involved

A human becomes involved only when:

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  • The situation cannot be resolved automatically, or

  • Additional information or confirmation is required.

 

In those cases, the next step is handled directly with you.

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