Does the tracking say your parcel was delivered, but you don't have it? First ask your neighbours. Also look around your home, for example in a shed or in the letterbox.
Sometimes the tracking says “delivered” too early. The parcel often still arrives within 1 working day. Still not there after that? Contact us. Please do this within 30 days of the delivery date in the tracking. After 30 days, we usually can't handle your report any more.
We'll send you a short form in the same conversation. Fill it in on your phone or computer, including the signature box. You don't need to print it. Send the form back in the same conversation.
The carrier then investigates. The carrier may call you or visit you for this. The investigation takes 5 working days on average after we receive your form. You'll get an email with the outcome.
If your parcel isn't found, we'll agree with you in the conversation what happens next: we send your order again or you get your money back.