The package shows as delivered, but I haven't received it: what should I do?

"# The package shows as delivered, but I haven't received it: what should I do?
We're sorry for the inconvenience 🙏
It sometimes happens that the tracking shows ""Delivered"" even though the package is not yet in your hands (delivery to a third party, drop-off at a nearby point, early courier update, etc.).
Here is what to do, in order ✅

1) Check these things immediately (2 minutes)

• Check whether the package was left with a doorman/reception or a neighbour/family member.
• Look around: entrance, garden, garage, courtyard, any delivery points.
• If the tracking shows a PUDO / pickup point, go there to check.

2) Wait a few hours (it often resolves itself)

In some cases the courier marks it as ""delivered"" and the actual delivery happens within a few hours (or by end of day).

If the tracking was updated recently, wait 2–6 hours and check again: the package often arrives shortly after.

3) If it still hasn't arrived after 24 hours, contact us immediately

Open a support request so we can act quickly with the courier.
Please have the following info ready:

• Order number
• Full name on the intercom
• Full delivery address
• Phone number
• (if possible) screenshot of the tracking

👉 Request assistance for a delivered but not received package

What happens next

Once we receive your report:

• ✔ We immediately start a check with the courier
• ✔ We keep you updated on the outcome and next steps
• ✔ If needed, we manage the best solution together with you (investigation, recovery, new shipment, etc.)

We have received your message and will reply as soon as possible 🙌
Sending multiple requests for the same issue can slow down the process.
Just wait for the reply to your first report, we've got it covered!"

Updated on: 08/07/2026