The order is taking longer than expected, what should I do?

Although we do everything we can to ship and deliver orders as quickly as possible, it may sometimes happen that a shipment takes longer than expected. This occurs especially during busy periods, such as holidays or peak seasons (Christmas, Black Friday, King’s Day, Easter), when carriers experience higher volumes.

What can you do?

1. Check the tracking information

Once your order has been shipped, you will receive a Track & Trace code from the carrier. This allows you to monitor the status of your package yourself.

2. When to contact us

If there are no new tracking updates or scans after 5 business days, please contact us via info@promio.nl.

Within this timeframe, minor delays with the carrier are normal. After 5 business days, we can start an investigation with the carrier to determine the location of your package.

Please note: For international shipments sent with Spring, we can only open a case after 10 days without any movement.

Delays beyond our control

Please keep in mind that delays caused by carriers are beyond our control.

However, we can guide the process and initiate an investigation to help locate the package or determine the next steps.

Updated on: 24/06/2026