Has your parcel been stuck on the same status for days, or has it been marked as delivered even though you haven’t received anything? That’s frustrating. In most cases, it will be resolved. Below, you can read what you can do.
My parcel has been marked as delivered, but I haven’t received anything
Check the following points:
- Check your tracking information: it often shows where the parcel was delivered, for example to a neighbour or a collection point.
- Ask your housemates or neighbours: sometimes someone else has accepted the parcel.
- Check your letterbox and around your home: the delivery driver may have left a card or placed the parcel in an agreed location.
- Wait one working day: sometimes a parcel is scanned as delivered but is not delivered until the following day.
Still haven’t found your parcel after that? Please contact our service desk.
My parcel hasn’t moved for days
Has the status remained unchanged for a few days? Your parcel has probably been left at the sorting centre. Usually, it will start moving again afterwards.
Has nothing changed after two working days? Let us know and we’ll start an investigation with the carrier.
How we start an investigation
Contact our service desk and have the following details to hand:
- your order number
- your tracking code
- the address where the parcel should have been delivered
- what you have already checked yourself
We’ll report your parcel to PostNL or UPS and request an investigation. The carrier will then find out what happened to your parcel. Such an investigation usually takes a few working days. We’ll keep you informed.
What if my parcel is genuinely missing?
Does the investigation show that your parcel cannot be found? We’ll resolve this for you. We’ll first need some additional information for this. Once the investigation has been completed, we’ll send you a replacement device or refund the purchase price. You’ll never be left empty-handed.
How long do I have to report this?
Report it as soon as possible. The more recently the delivery took place, the easier it is for the carrier to investigate. So don’t wait too long.
Contact
Our service desk is available on working days from 08:00 to 17:00 via WhatsApp, chat, telephone and email. Have your order number and tracking code to hand so that we can help you as quickly as possible.