What should I do if my parcel is marked as “delivered” but I have not received it?

Procedure to follow:

1. Preliminary checks

• Check with your neighbours or building caretaker

• Contact the carrier with your tracking number

• Wait 48 hours (sometimes it is a scanning error)

2. If the parcel still cannot be found

Fill in our form for parcels not received with the following information:

• Your order number

• Your full delivery address

• A completed declaration of non-receipt.

You can download our declaration template here.

Fill in the form for parcels not received here.

Reply guaranteed within 24-48 hours.