Order Tracking

1. TRACKING INFORMATION

Where tracking is available for your order, Monelle will provide the tracking information by email once the shipment has been dispatched and the relevant tracking data has been made available by the carrier.

Tracking information may take a short period of time to become active after dispatch. This is normal and does not necessarily indicate a problem with the shipment.

2. TRACKING UPDATES

Tracking events are provided by the relevant carrier or logistics provider. The frequency and level of detail of tracking updates can vary between carriers and destinations.

During international transit, it is possible for tracking information to remain unchanged for several days while the parcel is travelling between logistics facilities or undergoing customs processing.

Monelle does not control the carrier's tracking system and cannot guarantee that every transit event will appear immediately.

3. TRACKING SHOWS 'DELIVERED' BUT YOU HAVE NOT RECEIVED THE PARCEL

If the carrier's tracking information indicates that the order has been delivered but you cannot locate it, please contact us immediately via the support page.

We may ask you to check with household members, reception areas, neighbours or other safe delivery locations and, where appropriate, contact the carrier to request further delivery information.

If the parcel remains missing, Monelle will investigate the matter with the relevant carrier and determine the appropriate remedy in accordance with the circumstances and applicable consumer law.

4. TRACKING HAS NOT UPDATED

If tracking has not updated for an extended period, please contact us. We will assess the available tracking information and, where appropriate, raise an investigation with the carrier or fulfilment partner.

A lack of tracking updates alone does not automatically mean that a parcel is lost.

5. INCORRECT OR INVALID TRACKING INFORMATION

If you believe the provided tracking information is incorrect or does not match your order, please contact us via the support page, providing your order number.

We will review the information and correct any confirmed error as soon as reasonably possible.