FAQ - Temporary delivery delays on some orders

Some customers are currently experiencing longer delivery times than usual due to an IT incident at one of our external logistics partners.  

Orders will be shipped as soon as the logistics company returns to normal operations. We will keep customers updated and send a confirmation once orders have been shipped. Should there be any significant updates, we will of course inform affected customers directly. 

We apologise for the inconvenience and thank you for your patience and understanding. 

Below you will find answers to common questions about delivery times, order cancellations and the current situation. 

Why is my order delayed?  

Some orders are currently delayed due to an IT incident affecting one of the logistics companies we work with. The incident is affecting deliveries from one of the distribution centres we use and is unfortunately resulting in longer delivery times for some orders. 

Other companies across Europe are experiencing similar challenges, as they also rely on the logistics company CEVA, which is working to restore normal operations as quickly as possible. 

We will keep you updated and send a confirmation once your order has been shipped. 

When will I receive my order?  

Your order will be shipped as soon as our external logistics partner is able to process and dispatch it. You will receive a confirmation once your order has been shipped. 

Can I cancel my order?  

We understand that the delay may mean you no longer wish to receive your order. If you do not wish to wait, you can cancel your order at any time here.

Are your own systems affected by the IT incident?  

No. Our own systems are not affected and continue to operate as normal. The delays are caused by operational issues at one of the logistics companies we work with. 

Does the IT incident impact customer data?  

At this stage, we are not aware that any of our specific customer data has been affected. We are in close dialogue with the logistics company and will, of course, inform potentially affected customers directly should the situation regarding customer data change. 

What information do you share with the logistics company?  

In order to process and deliver an order, we share the information necessary for delivery, such as name, contact details, delivery address and information about the ordered products. 

Is it still safe to shop with you?  

Yes. Our own systems are not affected. The delays are caused by operational issues at one of the logistics companies we work with. 

Where can I find more information?  

If you have questions regarding your order, please contact Customer Service. Please note that response times may be longer than usual.  

As new information becomes available, we will continue to send updates regarding expected delivery times to customers waiting for an order. 

If you do not wish to wait for your delivery, you can cancel your order at any time here.