My tracking says “delivered” but I haven’t received my parcel. What should I do?Updated 4 days ago

If your tracking shows that your order has been delivered but you haven’t received it, we recommend taking the following steps first:

• Check with household members or neighbors in case someone accepted the delivery on your behalf.
• Look around your property or any designated safe place (porch, garage, mailbox, etc.).
• Review the tracking details—couriers often include a photo or GPS location that can help identify where the parcel was left.

Still can’t find your parcel?
If you’re unable to locate the package, please contact us at [email protected] within 3 days of the marked delivery date.

We’ll then open a postal investigation with the courier, which typically involves:

• The courier reviewing delivery scan data, GPS coordinates, and photographic evidence (if available).
• Contacting the delivery driver or depot for additional information.
• In some cases, reaching out to you for a signed declaration to support the claim.

Investigations usually take 5–10 business days to complete.

We’ll keep you updated throughout the process and work with the courier to resolve the issue as quickly as possible. If your parcel is lost in transit, Cortazu will either replace the item or issue a full refund once the postal investigation is complete.In line with EU consumer regulations, we must be notified of any delivery issues within a reasonable timeframe.

If we are not contacted within 14 days of the delivery date, we may no longer be able to open an investigation or assist with a replacement or refund.