I wasn’t home when they came to deliver my package
Don’t worry, the delivery drivers make up to 3 delivery attempts, and you’ll usually receive an SMS notification on the delivery day.
You can also check if they left a note for you to pick up the order at a nearby post office.
I haven’t received my order
Check the delivery date of your order through https://macson.shipping-portal.com/rp/. You’ll also be able to check the status of your order and see if there have been any delays.
Please note that orders are only delivered from Monday to Friday (excluding holidays). If the tracking portal shows your order as delivered, but you haven’t received it, it’s worth checking if the driver left it with someone living with you or in the building, such as the concierge or a neighbor.
It could also happen that during the first delivery attempt, they didn’t find you at home. If that’s the case, they will try again later or the next day.
If you’ve already checked all of the above and still don’t know where your order is, please contact us so we can assist you.
The package arrived in bad condition
If the package arrived in bad condition, notify the delivery driver immediately when you receive it. You can also take photos and send them to us so we can help you with the necessary claim with the shipping company.