What if I'm not home when the courier arrives?

Plan for it — anyone at the address can receive the piece on your behalf: a building concierge, a doorman, a hotel front desk, or a colleague at your office. Make sure your delivery address includes the receiving details (building, floor, reception), and the courier coordinates with you by phone or message before arriving.

If you're not reachable during the delivery window, the courier follows its standard missed-delivery process — a re-attempt or a held parcel — and we reach out via SMS, then WhatsApp, then a call to rebook. A redelivery caused by a missed window or wrong address carries a redelivery fee, since it's a second trip.

Every order is delivered by the courier to the address on the order — there's no self-collection or pickup point. So if you can't be there yourself, arranging a concierge, doorman, front desk, or a trusted colleague to receive the piece is the way to go.