What should I do if I haven't received my package?

Last updated: 07.10.20
Do you want to find out the current delivery status of your order? You can easily track the status of your order.  

We always aim to deliver your order within our standard delivery times, but sometimes unexpected factors can cause delays in your delivery.

If you haven't received your package within our standard delivery times please follow the steps below.

  1. Make sure you check the delivery times for the product type of your order. If your order contains personalised products, delivery takes 1-2 business days longer.
  2. Check the status of your order with the order tracker.
  3. Check the delivery status of your order in the chart below. It explains each stage the delivery can be in, and what you can do at that stage.
Delivery statusSolution
Order has status 'Cancelled'.Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled
Order stuck on status 'Order received'.It can be that the product you ordered is out of stock. Please contact us. If a product is out of stock, the order gets cancelled.
Order has status 'Order shipped'. The track & trace code is stuck on status 'Out for delivery' or any status prior to that.Your order has left our warehouse and is now in the hands of the carrier. Please contact us.
Order has status 'Order shipped'. The track & trace code has the status 'Delivered' but the package wasn't delivered.Please contact us. We may have to request a proof of delivery.
I didn't receive my package, but the track & trace status on the carrier website is 'Delivered'.Please contact us. We may have to request a proof of delivery.
I received a package but it is incomplete.It is possible that your products are shipped in separate packages. If you don't receive your second package, please contact us.

What happens when there’s an address mistake or the name on the door is different?
When you’ve made a small address mistake (such as a missing house number), DHL will deliver your package at a pick-up point near you. The same goes for when the name on your package doesn’t match the door nameplate. If this happens to your order, DHL will email you when and where you can pick it up. Don’t forget to bring your ID. 

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