Mijn retour staat op "delivered", maar jullie hebben niets ontvangen. Wat nu?

First, check the tracking information.

Was the package delivered to neighbors or a pickup point?

Let us know. We can pick up the package from there.

Did you return it to the wrong company?

We cannot assist you, please contact the respective company.

Was the package delivered and is there a receipt?

Send the receipt to us. We will check if it is correct (known name and realistic time). If it could not have been received by us and you shipped using our label, we will initiate an investigation with the carrier. You will receive a refund once the investigation is completed.
If you shipped using your own label, you can contact the carrier. 

Was the package delivered, but there is no receipt and you shipped with your own label?

Then we cannot assist you. There is no signature for receipt. Contact the carrier and have an investigation started. You will receive a refund if the investigation shows that the package is lost.

Did you return via our return label?

We will initiate an investigation with the carrier.
The refund will not be processed yet, as the package may be returned to your address.
If the investigation is completed and the package is lost, we will refund the amount.

The investigation may take several weeks.