I placed an order, but nothing has happened since : what should I do?

ORDER

I placed an order, but nothing has happened since: what should I do?

You confirmed your order but see no progress? Here is where to find the information, which timeframes are normal and when to contact us.

QUICK ANSWER

	Check your emails (including spam): first the confirmation, then later the dispatch email.
	Customer Account › Order history and details › Details: status and, once shipped, tracking link.
	After dispatch, tracking often becomes active within 12 to 24 h.

WHERE TO SEE THE ORDER STATUS

Customer Account

Order history and details › Details next to the order.

Fixoma tracking page

"Track my parcel" page once dispatch is done.

INDICATIVE TIMES BY STATUS

Payment accepted

Preparation scheduled: 1 to 2 business days depending on the period.

Preparation in progress

Picking, checking and packing of the items.

Shipped

Handed over to the carrier, then dispatch email.

USEFUL CHECKS

	Confirmation then dispatch email: also check your spam folder.
	Delivery address and method (home or pickup point) selected correctly.
	Several parcels: a shipment can be split (several tracking numbers).
	"Made to order" item: dispatch may happen later.

WHY IT MAY SEEM "STUCK"

Tracking activation

Tracking does not appear immediately after dispatch.

High activity

Weekends, public holidays or seasonal peaks lengthen the times.

Mixed items

Some products ship from different warehouses and arrive separately.

WHEN TO CONTACT US

	No progress after 2 business days in "Payment accepted" or "Preparation in progress".
	No tracking visible 2 business days after switching to "Shipped".
	Need a clarification, a change of pickup point or address.

TO SPEED UP PROCESSING

Have your order number ready and, if available, your tracking number.

Give us your order number: we will check its status quickly.