You can track your parcel at any time using the link sent to you by email when your order was dispatched 🙂
👉 You can also find the tracking information directly in your customer account, under My orders.
📦 Your order has not yet been dispatched
If you have not yet received a dispatch confirmation email, your order is still being prepared.
You can check:
Your spam or junk mail folder
The estimated timeframe indicated in your order confirmation
👉 If a product is currently being restocked, dispatch may take a little longer.
You will receive an email as soon as your order has been dispatched.
🚚 Your parcel is out for delivery
Once dispatched, you can track your parcel using the tracking link.
👉 Tracking information may take a few hours to update after dispatch. This is perfectly normal.
⏳ Your parcel seems to be delayed
If the delivery timeframe has been exceeded:
Check your parcel tracking information
Delays may occasionally occur (carrier, supplier, etc.)
👉 If the tracking information has not been updated for several days, we recommend contacting our customer service team.
📬 Your parcel is marked as delivered
If your parcel is marked as delivered but you have not received it:
Check your letterbox
Ask your neighbours, building caretaker or people around you
Check the tracking information to see whether it was delivered elsewhere
👉 Your parcel may sometimes be delivered to another collection point if the one you selected was full or closed.
If you cannot locate your parcel after 24 hours, please contact our customer service team so that we can open an investigation.
💡 Things to remember
Tracking is available as soon as your order has been dispatched
Delivery times depend on product availability
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The tracking link is the most reliable source of information
Haven't found the answers to your questions?
Feel free to contact our team of HardGuides experts via the contact form, or by phone Monday to Friday, between 9 a.m. and 5 p.m.: +33 (0)1 84 67 14 24