What happens if my package cannot be delivered due to an incorrect address?

When a package cannot be delivered because the address is incorrect or incomplete, it is marked as undeliverable by the delivery service. Below you will read what happens in that case and what the consequences are.

1. The package is returned to us

As soon as the delivery person determines that the address does not exist or that the name does not match the details on the door, the package is immediately sent back to the Celtic WebMerchant warehouse.

• No stopover: Unlike a "not at home" situation, a package with an incorrect address usually does not go to a pickup point. The carrier is not allowed to leave it there if the addressing is incorrect.
• Tracking status: In the tracking, you will often see a notification such as "Address incorrect/incomplete" or "Return to sender".

2. Responsibility for the address details

During the ordering process, you are responsible for correctly entering your details. Our systems take over the address exactly as you entered it.

• Check: We always advise checking the confirmation email immediately. Do you see a typo? Then contact us immediately. If your package is not yet in the Shipped status in live tracking, we can still adjust it for you.

3. Costs for resending

When we have received the package back due to an incorrect address, we will contact you.

• New shipping costs: Because the delivery service charges us again for a second delivery attempt, these costs are the responsibility of the customer.
• Refund: Do you choose not to have the order resent but to cancel it? Then we will refund the purchase amount of the product, minus the shipping costs incurred.

4. What can you do if you discover a mistake?

• Package has not yet left: We can adjust the address for you in our system.
• Package is already on its way: Sometimes you can still change the address to a nearby pickup point via the app of the delivery service (such as the PostNL or DHL app). Unfortunately, this is not always possible if the error is too significant.
• Package is already on its way back: At this stage, we can no longer stop the shipment. We have to wait until the package is physically back with us before we can resend it to the correct address.

Tip: Pay particular attention to house number additions and postal codes. A small mistake in the postal code can cause your package to end up on the other side of the country!