Where can we help you with?
Parcel lost or damaged
Everything about damaged or lost parcels, clearly arranged in one place.
What should I do if my parcel has not moved in the tracking for days?
Sometimes it can take a while before a parcel is updated in the tracking, especially with large or heavy shipments. The carrier then needs a little more time to process your parcel.
Still no update in the tracking after 5 working days?
Then please contact our customer service. We will start an investigation with the carrier and keep you informed of the progress.
My parcel has been delivered according to the tracking, but I have not received anything. What now?
Check with your neighbours and see whether the courier has left a message. A parcel is often delivered later after all, so please wait a little.
If the parcel has still not been delivered after 5 working days, you can contact our customer service. We will then start an investigation with the carrier and work with you on a suitable solution.
What if my parcel was lost during shipping?
Once we have jointly established that your parcel is lost (at least 5 working days after the last tracking update), we start an official investigation with the carrier.
Depending on the outcome, we always provide a suitable solution, so you are not left empty-handed. We keep you informed of the progress throughout the entire process.
What do I do if my parcel arrived damaged?
Always have the courier report the damage immediately upon receipt.
Have you already accepted the parcel?
Then report the damage to our customer service within 5 days. Send clear photos of the damaged product, the packaging and the shipping label.
For delivered parcels, the carrier will not process the damage claim without this information. So make sure you document everything clearly.
Do I have to return the damaged product?
Depending on the situation, the damaged product may need to be returned or may be replaced without a return.
Our customer service always gives clear instructions and helps you step by step, so the process is simple and smooth.
How long does an investigation by the carrier take?
An investigation by the carrier usually takes 5–10 working days, depending on the situation and the carrier involved. We keep you informed throughout the entire process and let you know immediately as soon as there is a solution.