Track and trace says my parcel was delivered, but I did not receive anything

Support

Does track and trace state that your parcel has been delivered, but didn't you receive anything? Don't worry, there are a couple of things you can do.

Check with the neighbors
It may be the case that our courier has delivered your parcel to your neighbors or in an (external) mailbox, but forgot to pass this information on. Just to be sure, please check if this has happened in your case and if your closest neighbors have received your order.

Your parcel is often still on its way
Did your neighbors not receive anything either? Then we advise you to wait one working day. In many cases when your order seems to be delivered in track and trace, but you did not receive it, it will still be delivered to you the next working day. This means the online status of your parcel may not be correct, but your shipment is actually still on its way to you.

Still haven't received anything?
If your parcel has not been delivered to your mailbox or to your neighbors, please contact the sender, such as the online shop where you placed the order. They will initiate an investigation into your shipment with DHL. The sender also has additional shipment information that is relevant to the investigation. If you are unable to resolve the issue, please contact us.

Do you have another question?

Support