If your tracking shows "Delivered" but you have not received your parcel, we recommend taking the following steps:
Check the delivery location
Before contacting the carrier, please check whether the parcel may have been left somewhere nearby:
- Check safe places around your delivery address.
- Ask household members, neighbours, reception areas, or building staff if they have accepted the parcel on your behalf.
- Review any delivery instructions or delivery photos provided by the carrier.
Contact the carrier
If you are still unable to locate your parcel, please contact the carrier directly using your tracking number. The carrier can provide the most accurate information about the delivery, including the location and details of the delivery scan.
Please contact the carrier within 7 days of the stated delivery date, as carriers have a limited timeframe for investigating delivery disputes. Claims submitted after this period may no longer be eligible for investigation.
If the parcel cannot be located
After the delivery investigation is complete and the carrier confirms the parcel has been lost, we will assist with the next steps.