Are you still waiting for your order and has the (promised) delivery time already passed? That’s very frustrating and we completely understand. Fortunately, in many cases, you can quickly get clarity via Track & Trace. Below, we explain step by step what you should do.
Always check Track & Trace first
The Track & Trace provides the most up-to-date information about where your parcel is and what the delivery service is doing with it. That’s why you should always check there first before taking further steps.
Does Track & Trace indicate there is a delay?
If Track & Trace shows that your shipment has been delayed, we ask you to wait up to 48 hours. In many cases, the parcel will still be delivered within that period.
Is your parcel being “returned to sender”?
If you see in Track & Trace that the parcel is being returned to us (and it’s not clear why), please contact our customer service. We will look into it with you straight away and help you with an appropriate solution.
Does it say “delivered”, but you haven’t received anything?
If Track & Trace indicates that your parcel has been delivered, but you haven’t received anything, please check the following:
See if the parcel may have been delivered to a collection point. It’s also a good idea to ask your neighbours if they might have accepted your order.
If it’s not at a collection point and your neighbours haven’t received anything, please also contact our customer service so we can look into this for you straight away.
In summary
Has your parcel not arrived? First check Track & Trace. If there’s a delay, it’s best to wait up to 48 hours. If the parcel is unexpectedly returned, or it shows as delivered but you haven’t received anything (not with neighbours or at a collection point), please contact our customer service – we’ll help you immediately.