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.
Updated on: 24/06/2026