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Frequently asked questions
Receive a parcel
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17
questions
for the keyword
« Something has gone wrong »
My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.
I was notified that my parcel was delivered, but I didn't receive anything. What should I do?
How can I submit a complaint if my parcel is lost or damaged?
My parcel has been in transit for longer than expected. What should I do?
How do I file a complaint if my package is damaged or lost, or hasn’t been delivered?
Why should I contact the sender if my parcel has not been delivered?
My parcel is still in preparation at the sender's address. What does this mean and what can I do?
My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?
I was home but the postman didn't ring my doorbell. How can I report this?
My parcel is lost. What do I do now?
My parcel should have been delivered to my home address, but was sent back to the sender. Why, and can I still collect it?
My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?
Why should I contact the sender if my parcel is damaged?
I cannot find my parcel in my safe place. What do I do now?
My parcel is damaged. What do I do now?
How can I follow my parcel online and how do I know when it arrives at the sender's address?
My delivery address is wrong in Track & Trace. What should I do?
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