What to do if the parcel has not arrived

Short answer: First check the tracking and your confirmation email. If the parcel is registered as delivered but has not appeared, contact us with the order number.

Check the tracking

The tracking number is in the email you received when the parcel was dispatched. It shows where the parcel was last registered. See delivery.

Check the parcel shop

Sometimes the notification has not come through even though the parcel is ready. Ask in the shop with your name and order number.

Check with the neighbour

With delivery to the address it happens that the parcel is left somewhere else. That is usually stated in the notification.

Contact us

If the parcel is registered as delivered but has not appeared, write to us with the order number. See contact.

What happens next

We investigate the case with the carrier and come back to you as soon as we have an answer. Most cases resolve within a few days, because the parcel is registered in the wrong place. See frequently asked questions.

Frequently asked questions

Where do I find the tracking number?

In the email you received when the parcel was dispatched.

What if the parcel shows as delivered?

Check the parcel shop and possibly the neighbour, then contact us with the order number.

How long does an investigation take?

That depends on the carrier. We come back to you as soon as we know more.