There may be occasional delivery problems. Here you can find out how to find a quick solution:
Package undeliverable: reasons and measures
- If a parcel could not be successfully delivered, it is often because the buyer was not found at the time of delivery. In such cases, the package is often forwarded to a nearby post office or Packstation, and you should find a corresponding notification in your mailbox.
- Maybe the package was delivered to a neighbor or roommate? Check whether this is the case
- You have a deposit agreement with DHL. Then DHL has the possibility to deposit your package there without a recipient's signature. Check whether your package is there.
- If a tracking number is available (for concierge orders or shipping with DHL Paket): Check the shipment history carefully to determine where your package is located.
Return to sender or compensation for damages
If the package is not picked up or could not be delivered for other reasons, it is usually returned to the sender. In rare cases, there are packages that are lost during shipping. In these cases, you are covered with our insured shipping method.
Concierge Service Order:
- Report the problem "Something else" under "My Orders" and explain your concern. Customer service will then look at the shipment history of your order and contact you.
- If the package has been returned to the logistics center, we will cancel the order. You can then simply reorder your item. If you contact us in advance and want a second shipment, we will arrange everything.
- If the package is actually lost in the mail, you will of course receive a full refund from our customer service.
- Contact your seller here under "My Orders" and ask her if the package has been returned. You can then discuss a reshipment if desired.
- Please check which shipping you paid for. If the order was shipped insured, your seller can investigate if the package is lost. If the order was shipped uninsured, no compensation can be claimed in case of loss of the package. The seller is not obliged to compensate the damage.
- If your seller and you do not come to a conclusion, report a problem in the order so that customer service can assist you in resolving it.