What should I do if my parcel is marked as delivered but I have not received it?

If your parcel is marked as delivered but you have not received it, the first step is to carry out a few simple checks before contacting us.

In some cases, the parcel has actually been received, just not directly by you.

1. First, check around you

Before anything else, check whether your parcel may have been received by someone close to you.

For example, it may have been accepted by:

• a family member;
• or someone who was at your address at the time of delivery.

This situation is more common than it seems, especially when delivery takes place during the day.

2. Check with your neighbours or building caretaker

The parcel may also have been handed over to someone near your address.

We therefore recommend checking whether the parcel was received by:

• a neighbour;
• your building caretaker;
• or anyone else who may have accepted the delivery for you.

This check is important, because some carriers may hand a parcel to a nearby third party depending on the situation.

3. Also check your order tracking

The tracking may sometimes contain useful information about the delivery.

For example, it may show:

• the delivery time;
• a confirmation of handover;
• or an additional detail left by the carrier.

Even if the status says “delivered”, this may help you understand what happened more clearly.

4. If you still cannot find your parcel, contact us

If, after these checks, you still cannot find your parcel, contact our customer service team.

From that point on, we take over.

We will open an investigation with the carrier to request additional checks regarding the delivery.

5. What we do next

Once we receive your request, we will:

• review the situation;
• open an investigation with the carrier;
• follow up on the case;
• then come back to you as soon as we receive the carrier’s investigation result.

The goal is to support you and centralise the exchanges, so that you do not have to handle this alone.

6. Do you need to contact the carrier yourself?

No, not necessarily.

If an investigation needs to be opened, our customer service team will handle it.

If additional information later needs to be provided or if the carrier has a specific request, we will come back to you and guide you on the next steps.

The easiest thing to remember

If your parcel is marked as delivered but you have not received it:

1. first check whether it was received by a family member;
2. then check with your neighbours or your building caretaker;
3. review your tracking;
4. then contact our customer service team if you still cannot find the parcel.

We will then open an investigation with the carrier and come back to you as soon as we have a response.

Key takeaways

A parcel marked as delivered is not necessarily lost.

Before contacting us, first check whether it may have been received by:

• a family member;
• a neighbour;
• or your building caretaker.

If you still cannot find your parcel, contact our customer service team.

We will open an investigation with the carrier and come back to you as soon as we receive the result of that investigation.

Updated on: 21/03/2026