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# What happens if a customer has not received their order?

# What happens if a customer has not received their order?

It can happen that an order does not arrive with the customer as expected. In that case, we follow the procedure below:


**Report within 5 days**
If the customer has not received the order, this must be reported to us within **5 days after the expected delivery date**. Unfortunately, reports submitted later than this cannot be processed.


**Customer check**
Always ask your customer to first check whether the package may have been:
* Delivered to neighbors
* Left at a designated safe place
* Placed in a mailbox or at the back/side of the house


**Investigation with the carrier**
Once we receive the report, we will start an investigation with the carrier to determine what happened to the shipment.


**Resolution within 5 days**
In most cases, the carrier provides clarity within **5 business days**. As soon as we receive an update, we will inform you immediately.


**Please note**
*If a recipient chooses delivery to a **safe place around the house**, this is always at the customer’s own risk.*
*The delivery driver will take a photo showing where the package has been left.*