My package is marked as delivered according to the tracking, and the pickup point claims it is not there?

This is an annoying situation, but don't worry: there is often a logical explanation, and we can solve this together with you.

If the tracking shows 'Delivered' but the pickup point says they don't have the package, follow these steps:

1. Check the 'Local Tracking'

The information on our general tracking link can sometimes be slightly delayed or less specific.

• Look for the local tracking number in the tracking (often referred to as 'Delivery Partner Number').
• Enter this number on the website of the local delivery service in your country.
• Pay close attention to the details: is there a specific name of an employee who signed for it? Or does it say it's in a locker instead of behind the counter?
• Check if you are at the correct address. If you have a regular pickup point, you might assume the package is there, while it was delivered to another point.

2. The 'Premature Scan'

Unfortunately, it sometimes happens that a courier marks the package as 'Delivered' while it's still in the van and will only reach the pickup point in an hour.

• Our advice: Wait a few hours or check again at the pickup point the next morning. Often the package will be there by then.

3. Ask for the 'Manifest List'

Return to the pickup point and ask if they can check their system based on your last name and identification, instead of just the barcode.

• Sometimes a barcode is damaged, and the package is manually logged in.
• Ask if they can check if the package was accidentally left in the 'to be processed' pile.
• Describe the size of the package to the employee. If you ordered a helmet, the package will have a different size than a clothing item.

4. What if it really can't be found?

If the pickup point still insists that the product is not there after these steps, we need to start an official investigation.

What should you do?

• Ask the pickup point employee if they can confirm that the package is not there.
• Contact the delivery service customer service directly. They can check the GPS location of the delivery scan.
• Report it to Celtic WebMerchant. As the sender, we can open an official investigation (claim) with the carrier.

Important

Do this as soon as possible. The longer we wait, the harder it is for the delivery service to determine where the driver left the package. We will, of course, not leave you out in the cold and will ensure a solution is found if the package is truly missing.