What should I do if my shipped package is stuck or not moving?

If a package has not updated in the tracking system, delays may occur due to carrier/customs processing, missed scans, or temporary holds at transit hubs.

Standard International Shipping (PostONE + end-mile courier)

• Check tracking after a few days — most delays resolve on their own.

• Contact the carrier using the tracking number for additional updates.

• If there is no movement 1–2 weeks after the expected delivery date, contact our support team with your order number. We will coordinate with the carrier Postone to resolve the issue with end-mile courier at destination country

Orientative delivery dates are shown here: Delivery & Returns

Note: During promotions or campaigns, orientative delivery times may increase. Shelly is not liable for courier delays.

DHL Fast Shipping (1–3 business days)

• Check tracking after a few hours — most delays resolve on their own.

• Contact the carrier using the tracking number for additional updates.

• If there is no movement a few days after the expected delivery date, contact our support team with the order number. We will coordinate with DHL to resolve the issue.

Orientative delivery dates with DHL are shown here: Delivery & Returns

Note: During promotions or campaigns, delivery times may increase. Shelly is not liable for courier  delays.