What to do if the parcel has not arrived

Short answer: Check the tracking and your confirmation email first. If the parcel is marked as delivered but has not arrived, contact us with the order number so we can look into it.

Check the tracking number

The tracking number is in the email you received when the parcel left our warehouse. It shows where the parcel was last registered along the way, and that is always the first thing to check before you do anything else. See delivery .

Check the parcel shop

If the parcel is picked up at a shop, the notification sometimes arrives later than the parcel itself. Ask there with your name and order number, since staff can often find it even before a notification has been sent to you.

Check with neighbours

When a parcel is delivered to your address, the courier sometimes leaves it somewhere else, such as with a neighbour or in a shared space. This is usually stated in the delivery message, so read it carefully before taking the next step.

Check the letterbox and doorstep

Smaller parcels are sometimes placed directly in the letterbox or left at the door without a signature. Check those spots first, even if you do not usually receive post there, before assuming the parcel has not arrived at all.

Wait out the stated delivery time

Carriers give a delivery time, and the parcel can still arrive within it even if tracking is not updated constantly. Do not worry too early, but note the date so you know when it is reasonable to look into it.

Contact us with the order number

If the parcel is marked delivered but still has not turned up after checking the above, write to us with the order number and address. See contact . The more precisely you describe the situation, the faster we can proceed with the carrier.

What we look into

We contact the carrier and ask for an explanation of where and when the parcel was delivered. Most cases are resolved within a few days, because the parcel turns out to be registered at the wrong place or left by mistake.

How long it takes

How long a case takes depends on the carrier and the last known status of the parcel. We get back to you as soon as we have an answer, and you do not need to follow up unless it has taken an unusually long time.

If the parcel never turns up

If the parcel still has not appeared once the case is closed, we find a solution together with you, such as a new shipment or another arrangement. See frequently asked questions for answers to what others have asked in the same situation.

Frequently asked questions

Where do I find the tracking number?

It is in the email you received when the parcel left our warehouse. The email also shows which carrier is bringing the parcel to you.

What do I do if the parcel shows as delivered?

Check the parcel shop, neighbours and letterbox first. If it is still missing, write to us with the order number and we will look into it with the carrier.