If your parcel is shown as delivered but you haven’t received it, don’t worry.
In most cases, this is a situation that can be quickly resolved.
🔍 Things to check
Before contacting us, we recommend that you check:
- your letterbox
- with your neighbours, friends and family, or your caretaker
- at your building’s reception
Also check the tracking link to see if the parcel has been:
- handed over to a third party
- left at a collection point
- delivered to a specific location (lobby, storage room, etc.)
⏳ Wait 24 hours
It can happen that a parcel is marked as delivered before you’ve actually received it.
👉 We ask you to wait up to 24 hours after the delivery notification.
📞 Still haven’t received your parcel?
If you still can’t find your parcel after checking the above:
👉 contact our customer service team via the contact form
We will open an investigation with the carrier and request proof of delivery.
📝 In the event of a dispute
If the proof of delivery does not match (e.g. unknown signature):
👉 we may ask you for:
- a sworn statement of non-receipt (handwritten)
- a copy of your ID
➡️ This enables us to process your claim for compensation.
You didn't find the answers to your questions?
Don't hesitate to contact our team of experts via the contact form, or by phone from Monday