The Care Support is our order tracking and customer support service. Use this page to follow your order from purchase all the way to delivery, and to reach us if you need any help.
What information can I use to track my order?
Enter your order number (found in your confirmation email, e.g. #1033) together with the email address you used at checkout. We ask for both so that only you can see your order details.
My tracking status hasn't updated in a while, is that normal?
Yes — that's completely normal. International shipments can stay on the same status for 24–72 hours, especially while in transit or being processed at a sorting center. Your tracking updates automatically, so there's nothing you need to do.
I have an issue with my order, can you help?
Of course. Email us at our support address with your order number and a short description, and we'll get back to you within 24 hours.
How do I contact The Care Support?
You can reach us any time at our support address. Including your order number helps us assist you faster.
Why does my tracking say "delivered" but I haven't received my package?
Carriers sometimes mark a parcel as delivered shortly before it actually arrives, or leave it with a neighbour or in a safe place. Please wait 24–48 hours and check around your address. If it still hasn't arrived, contact us and we'll help track it down.