How do I know for sure that my parcel is lost?

If the status in Track & Trace remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), or your parcel has the status ‘delivered’ but the addressee cannot find it, then something probably went wrong.

To start an investigation, please contact the customer service via the online form at the bottom of this page. This way, we have all the information we need to get started quickly.

Only the sender can ask to open a dossier with us. If you are the recipient, please contact your sender.