Delivered but not received

We understand how frustrating it can be when your order shows as delivered, but you haven't received your package. Don’t worry—here’s what you can do to resolve this situation.

1. Check the Tracking Information
First, use the tracking link provided when your package was dispatched. This link will give you the most up-to-date information on your parcel’s status.

For deliveries outside Denmark: You can often click "view more tracking" to see additional details from the local carrier. This may include the exact time and location of the delivery, and sometimes even a proof of delivery photo or signature.
Proof of Delivery: If there is a delivery photo or signature, please examine it closely. Do you recognize the location or signature? This could provide a clue to where your package was left.
Still in transit: Sometimes the tracking can be updated to delivered even though the parcel is still in transit. If this is the case, your order will be delivered shortly.

2. Search Your Surroundings
Before taking further steps, please check the following places where your package might be:

Mailboxes: Sometimes packages are placed inside.
Neighbours: Check with your neighbours to see if they accepted the package on your behalf.
Hidden Spots: Look around your property for places where the delivery driver might have left the package, such as behind bushes, in the garage, or on the porch.

3. Contact the Carrier
If you still can’t find your package, please reach out to the carrier directly for more information. Unfortunately, we have the same access to tracking information as you do, so they may be able to provide you with more details.

4. Contact Us
If the carrier is unable to locate your package, please get in touch with us at [email protected]. When you do, kindly provide the following information:

Whether you recognize the proof of delivery photo or signature.
Confirmation that you’ve checked with your neighbours and contacted the carrier.
Confirmation of your delivery address to ensure we have the correct details.

5. Next Steps
Once we receive your email, we will send you a form to fill out, which allows us to start an investigation with the carrier. Please note that this process can take some time, but we will do our best to expedite it.

Depending on the outcome of the investigation, we will either send you a replacement package or issue a refund for your order.

Thank you for your patience and understanding. We are committed to resolving this as quickly as possible!

Delivered but not receivedUpdated 5 months ago