My order is marked as delivered, but I have not received it

If delivered to a service point

If your tracking shows the parcel is ready for collection:

• Visit the pick-up location again and ask them to double-check.
• Pick-up points cannot mark a parcel as delivered unless they have received it.
• Sometimes parcels are misplaced or stored incorrectly, so a second check can help locate it.

If delivered to your home

If your parcel was marked as delivered to your home:

• Check your mailbox, doorstep, and any safe places around your home.
• Ask your neighbours if they may have received it on your behalf.
• Look for any delivery notes or messages from the carrier.

If you still can’t find your parcel

If the parcel is still missing after following the above checks:

1. Fill out our missing parcel form, available here. 

   Please complete all fields. Incomplete forms will not be accepted. You can fill out the form digitally. Make sure your signature is handwritten/drawn, and the rest can be filled in using typed text.

    

2. Contact our customer service via our web form or chat, and forward the filled-out form so we can forward it to the carrier for investigation.

   Carrier investigations may take some time. We will keep you updated and inform you of the outcome and next steps.