My package is marked as 'delivered' in the tracking link, but I haven't received anything?
It's very frustrating when the tracking indicates that your package has been delivered, but you don't have it in hand. Don't worry, often the package is nearby.
What should I do immediately?
- Check with the neighbors: In many cases, the courier has left the package with the neighbors to prevent it from being returned to the depot. Sometimes the courier forgets to leave a note in your mailbox.
- Check around your house: Look in "safe places" such as in the paper bin, behind a planter, in the shed, or under a canopy.
- Wait a little: Sometimes couriers scan all packages as 'delivered' while they are still in the van, to save time. Often the package is then delivered within a few hours (or the next business day).
A signature was provided (Signature)
If there is a signature in the tracking that is not yours:
- View the signature: In the tracking link of the courier service, you can often see the name or scribble of the recipient. Do you recognize the name of a housemate or neighbor?
- Denial of receipt: Do you absolutely not recognize the signature? Then contact the courier service immediately. They can check the GPS location of the scan to see if the courier was really at your address.
No signature required
If no signature was required for your product:
- Mailbox: Check if the package fits through the mailbox and if it might be stuck there.
- Delivery photo: Some courier services take a photo of the place where they left the package. You can often find this photo in the tracking link.
The package is still missing
Is the package still not found after 24 hours and the neighbors don't have it either?
- Report it first to the courier service: They can contact the driver directly, so you can get results quickly.
- If the courier service couldn't solve the problem or claims the package was delivered, contact us and explain the situation as best as you can, also let us know what contact you've already had with the courier service.
Investigation: We will work with the courier service to see where the process went wrong. If it is determined that the package is definitively lost, we will arrange for compensation.