Issues with the transport carrier

If your order has already been shipped and is in the hands of the transport carrier, certain situations related to the delivery of your order may occur.

Below we explain the most common issues and how to proceed in each case:

1) Incorrect or incomplete address

If the shipment tracking shows a message related to “incorrect address” or similar, this may be due to a typo made when placing the order, for example:

• Incorrect postcode
• Incorrect or missing house/building number
• Missing floor, door or apartment number
• Error in the street name, city or region
• Incorrectly selected country

In these cases, the carrier may not be able to complete the delivery until the correct address is confirmed.

2) Recipient absent

If the tracking status indicates “recipient absent”, this means that the courier attempted delivery at the specified address but was unable to deliver the order because no one was available to receive it. The carrier usually makes additional delivery attempts or provides alternative instructions depending on the service.

3) Issues with pick-up points

For shipments to pick-up points (PickPoint or similar), the following issues may occur:

• Pick-up point inactive or closed (temporarily or permanently)
• Delivery not possible due to capacity issues or internal incidents
• The maximum collection period has been exceeded, which may result in the order being returned

In these cases, you are usually asked to select a new pick-up point or an alternative delivery option is arranged.

What should I do?

If your order is affected by any of these issues (or a similar situation), we recommend that you contact us via our contact page. Please provide your order number and the email address used to place the order, and we will help you resolve the delivery as quickly as possible.