If the tracking information indicates that your parcel has been delivered, but you have not received it, we advise you to first check with your neighbours to see if the parcel was delivered there by mistake. If your parcel is not with your neighbours and cannot be found at any other possible location around your home, please contact our customer service team.

We will start an investigation together with the carrier to find out the location of your parcel. Such an investigation normally takes between 3 and 5 working days. Should it turn out that your parcel was lost, we will of course send you a new one. However, we hope that the parcel will be found quickly by the investigation.