My parcel was returned to sender because I was not home.

Has your parcel been returned to sender because you were not home, delivery could not be completed or you did not collect the parcel from a pickup point in time? The shipment will then be returned to X-treme Smile.

The order has already been purchased by you. A failed delivery and return to us therefore does not count as a cancellation or return of your order.

You receive the tracking number by email and can also find it in your online X-treme Smile account. It is the customer’s responsibility to monitor the tracking information and collect the parcel in time if it is delivered to a pickup point.

We do not actively monitor the tracking of all shipments. If we happen to notice that a parcel has been waiting at a pickup point for some time, we will of course try to send you an email reminder. This is an additional service and cannot be guaranteed.

If the parcel is eventually returned to us, we can ship it again. The new shipping costs are payable by the customer and must be paid before reshipping. The original shipping costs are not refunded.

If required, we can arrange a different delivery address or discuss a more suitable delivery option for the new shipment.