FAQ –Temporary delivery delays on some orders and external IT incident

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. 

Has the IT incident affected personal data?

This is currently unresolved by the external partner. We have been informed that there has been unauthorised access to some customer data held by an external logistics company that we work with. However, we do not know whether personal data relating to our customers is included among the affected data, nor which specific information may be involved.

We are in close dialogue with the logistics company concerned to clarify the situation within the company, and we will, of course, inform potentially affected customers directly if it turns out that personal data relating to our customers has been affected. 

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.

Customer payment details and passwords are not part of this data. 

What should I be aware of?

In general, if personal data has been accessed by an unauthorised third party, there may be an increased risk of phishing attempts or attempts to misuse customer information.

In such situations, it is generally recommended to pay extra attention to receiving unexpected emails, text messages or phone calls and only share personal information if you are confident about the identity of the sender.

We will, of course, inform potentially affected customers directly if we receive information that specific customers' data has been affected. 

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.