If you haven’t received your order, you should check if the shop dispatched your order yet. To check if your order was dispatched:
- On kaufpedia.ch, go to Your account.
- Go to Orders.
- To the right of your order, you’ll see either Processing, Awaiting Payment, Cancelled or Completed.
My order was already Shipped
If your item is Shipped, check if the seller added tracking information. Tracking information is provided by the delivery company and usually provides updates on where your order is in transit. To find out if the seller has shipped the product and has provided a tracking number:
- Go to Orders.
- Scroll down to the product.
- Check if the status of the product is Shipped.
- See if the seller has provided a tracking code.
If no tracking information was provided, contact the seller to see if they have tracking information for your order.
If your order is Not shipped or Shipped and no tracking information was provided, you may want to open a case.
Learn what to do if an order may be lost in the mail.My order was Delivered
If your order is Delivered but you haven’t actually received the item, there are a few things you can do.
- Check with neighbours to see if the package was delivered to them accidentally.
- Contact your local post office for help locating the package. Provide them with the tracking number, delivery service name, and your delivery address. You may have to reach out to the seller to get some of these details.
- Ask the seller if they’ll assist you by opening a claim with the delivery service.
I have questions about my order status
If you need help with an order, the seller you purchased your order from is the best person to help you. Each seller on Kaufpedia manages their own orders, and makes decisions about cancellations, refunds, and returns. Learn more about getting help with your order.
The seller wasn’t able to help me
If the seller is unable to help you, your next step is to open a case about your order. Please provide as much information as possible, so we can assist you better.
I still need help
If you messaged the seller, and you didn’t receive the help you need, select Contact support at the bottom of this page and we'd be happy to help.
