What is a delivery service and who is responsible for what?
At Celtic WebMerchant, we collaborate with various external carriers to deliver your order worldwide. It's important to understand the division of tasks between us and the delivery service, so you know whom to contact for questions.
The role of Celtic WebMerchant versus the delivery service
Two separate companies: Celtic WebMerchant and the delivery service (such as GLS, PostNL, or DHL) are not the same company.
Our task: We ensure that your order is carefully packed and shipped on time from our warehouse.
The task of the delivery service: Once we have handed over the package, the delivery service takes over the process completely. They are responsible for the transport, sorting, and final delivery to your door or a pickup point.
Quality difference: The quality and service of the delivery service are separate from the quality of Celtic WebMerchant. Although we carefully choose our partners, we have no influence over the behavior of individual couriers or local sorting errors.
Choose the delivery service that suits you
Because some delivery services perform better in certain regions than others, we offer various options. This allows you to make the best choice based on your own experiences with carriers in your area.
What to do in case of problems or delays?
Contact the delivery service: In case of errors or questions about the delivery time, it is always quickest to contact the delivery service directly. They have the most up-to-date information about the location of your package.
No influence on deadlines: Celtic WebMerchant is not responsible for missing deadlines (such as an event or birthday) due to errors or delays by the delivery service. Once the package leaves our warehouse, we have no influence over the speed of transport.
Postal investigation: If a package is truly lost, we can initiate an official investigation with the carrier. Please note that this process can take several weeks.
Important additional points
Tracking information: Use the tracking link from the delivery service for the most accurate delivery information. The live tracking from our system is mainly intended for the process before shipping.
Pickup points: If you are not home, the package is often taken to a pickup point. Check the tracking link carefully to see where and until when you can pick up the package to prevent it from being returned to us.
Respectful communication
No threats: We understand that delays or errors with a delivery service can be very frustrating, especially when you are waiting for an order for a specific event.
Joint responsibility: Although we sympathize with the situation, Celtic WebMerchant is not responsible for the mistakes of an external carrier.
Unwanted behavior: Threats directed at our staff or our company due to errors by the delivery service are not tolerated and not appreciated.
Solution-oriented: We ask you to always contact us in a respectful manner. A strong reaction or making threats does not change the logistical reality at the delivery service and does not contribute to a faster solution.
Fixed policy: We strictly adhere to our policy and do not make exceptions based on pressure tactics.