What should I do if I haven't received my package?

Last updated: 22/06/2017
If you haven’t received your package within our standard delivery times, please follow the steps below.

  1. Make sure you check the delivery times for the product type of your order. If your order contains customised products, delivery takes 3 - 5 weeks.
  2. Check the status of your order with the order tracker.

  3. Check the delivery status of your order below. It explains each stage the delivery can be in, and what you can do at that stage.
Delivery statusSolution
Order has status ‘Cancelled’. Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled.
Order stuck on status ‘Order received’.It can be that the product you ordered is out of stock. Please contact us. If product is out of stock, the order gets cancelled.
Order has status ‘Order shipped’. The track & trace code is stuck on status ‘Out for delivery’ or any status prior to that. Your order has left our warehouse and is now in the hands of the carrier. Please contact us.  
Order has status ‘Order shipped’. The track & trace code has status ‘Delivered’ but the package wasn’t delivered.Please contact us. We may have to request a proof of delivery.
I didn’t receive my package, but the track & trace status on the carrier website is ‘Delivered’.Please contact us. We may have to request a proof of delivery.
I ordered a YourReebok and I still haven’t received it.Custom-made products can take 4 - 6 weeks until they are delivered. If it has been longer and you haven’t received a status update, please contact us.
I received a package but it is incomplete.It is possible that your products are shipped in separate packages. If you don’t receive your second package, please contact us.

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