Parcel not yet delivered
We understand that it may be disappointing that your parcel has not yet been delivered. We will help you step by step, so you can quickly see what you can do now.
What can you do?
It's strange that your parcel is marked as delivered, but you haven't received it. Please check the following steps before getting in touch.
- 1
Check this again
Check your track & trace and your email. Sometimes your parcel is with the neighbours or has been accepted by someone in your household or building. That is the best place to check first.
- 2
Wait another 2 delivery days
Your parcel may have been scanned at the same time as other parcels. We often still deliver it later or the next day.
Contact the sender
You've been waiting two days for your parcel, and we understand that's frustrating. The sender has arranged for your parcel to be sent through us. As the recipient, you'll need to contact the sender and ask them to get in touch with us. Only the sender can authorise us to investigate the whereabouts of your parcel.
Please wait another 2 days
We're sorry to hear that your parcel is showing as delivered when it hasn't arrived yet. Your parcel may have been scanned at the same time as other parcels. In many cases, it will still be delivered later that day or on the following day.
Our customer service team will be happy to help you
Your sent parcel has still not been received after three days. We understand that this may be disappointing. Parcels sent by private individuals within the Benelux are generally delivered within an average of 48 hours. Has this timeframe passed? If so, we’ll be happy to help you further.
What can you do?
It's strange that your parcel is marked as delivered, but you haven't received it. Please check the following steps before getting in touch.
- 1
Check this again
Check your track & trace and your email. Sometimes your parcel is with the neighbours or has been accepted by someone in your household or building. That is the best place to check first.
- 2
Wait another 3 delivery days
Your parcel may have been scanned at the same time as other parcels. We often still deliver it later or the next day.
Contact the sender
You've been waiting three days for your parcel, and we understand that's frustrating. The sender has arranged for your parcel to be sent through us. As the recipient, you'll need to ask the sender to contact us. Only the sender can authorise us to investigate the whereabouts of your parcel.