The parcel should have been delivered, but I have not received it | After Placing Your Order

Your tracking page may indicate that your parcel was delivered. Yet you were working from home and didn't hear the doorbell ring, so... where is it?

Delivery couriers are often overworked and underappreciated. While this experience should never happen when choosing an express courier such as DHL Express or FedEx Priority, you may run into a subpar experience with a more affordable shipping method from time to time.

Fret not, however: your parcel is likely out there.

The post office

First stop: the tracking page. If you've opted for a delivery method that uses your national postal carrier for the last mile, such as DHL GlobalMail (and in some cases DPD for Nordic countries), you'll want to open up your national carrier's tracking page and enter your tracking code there. You can find your tracking code in your shipping confirmation email.

Then, on the tracking page, there'll usually be a list of statuses. With a bit of luck, it'll tell you that it's been delivered to a post office directly.

Sometimes, though, it won't tell you that, but it will tell you a postal code and a name. Usually, that's the name of a postal office. If you search for that name and the postal code using a site such as Google Maps, you may find the address of the postal office.

Often, you can give them a call to ask whether your parcel is there. If they're nearby, you can visit them directly, too.

Waiting

It's not always the case, but most of the time these questions resolve themselves in a day or two. It happens that a courier will mark a parcel as scanned, but won't have time to complete their route, causing the parcel to linger in their van for a while. It's unfortunate, but simply waiting for a day or two may sort out your lost parcel by itself.

Investigation

If waiting doesn't fix it, we can file for an investigation with the shipping carrier. To initiate one, please send us an email. Such an investigation can take several weeks to complete, so we'd like to thank you for your patience in advance.

If a parcel is indeed determined to be missing, we'll of course ship you a new parcel.

My parcel is being returned

This usually follows the same process as a normal return.

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