As soon as your order leaves our warehouse, you get a shipping confirmation by email with a tracking link. That link shows where your parcel is right now.
I haven't received a shipping confirmation
Our warehouse packs orders within 24 hours on business days, and weekend orders are shipped on Monday. If it has been longer than that, check your spam folder first. If there's nothing there, email us at hello@liljathelabel.com with your order number.
My parcel is on its way: how long should it take?
Delivery takes 1–2 business days in Finland, 1 business day in Germany and Austria, and 2–5 business days elsewhere in Europe, depending on the shipping method you chose. See How long does shipping take? for every country.
The tracking isn't moving, or the parcel is late
Tracking sometimes stands still for a day or two, especially over weekends and when a parcel crosses a border. If the tracking hasn't updated for several business days, or the parcel is clearly later than the delivery time of your shipping method, email us at hello@liljathelabel.com with your order number. We'll take it up with the courier and find out where the parcel is. You can also ask the courier's local customer service, who often have the most recent information.
The tracking says delivered, but I don't have the parcel
- Check your mailbox, door, stairwell and any safe place you've agreed with the courier, and ask the people you live with and your neighbours.
- If you chose a pick-up point or parcel locker, the parcel is there. The courier sends the pick-up code by text message or email.
- Still missing? Email us with your order number as soon as possible so that we can open an investigation with the courier.
My parcel is waiting at a pick-up point
Pick-up points only hold parcels for a limited time, which is stated in the courier's arrival notice. Parcels that aren't collected are returned to us, and a 20 € fee is deducted from the refund. Read more: What happens if I don't pick up my parcel or refuse the delivery?