Delivery

When can I expect my delivery?

Depending on the selected route, you will see the estimated delivery time when you place your order. It is the number of estimated business days in which a shipment reaches its final destination.

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You can also use our unique tracking tool below. Insert the tracking number of your shipment and follow its transit and see when it’s approaching the final destination.

If you are shipping in peak season, such as December or during summer holidays, the transit time may be prolonged. It can also take a bit longer in case of unpredictable circumstances such as bad weather. It can also happen that the courier driver will deliver your shipment earlier than scheduled.

On the day of delivery, or a day before, the driver will contact you and arrange delivery time with you.

 

Why my delivery didn’t happen?

There are various possible reasons why the delivery of your parcel didn’t happen. Before you contact us, please check the tracking system as the reason may be stated and explained there.

 

My delivery failed due to a wrong delivery address. What am I supposed to do?

Wrong or missing information in the delivery address is one of the most common reasons why the delivery failed. Please check all the information you have provided us one more time.

Make sure that you have provided:

  • the name of the person whose name is on the doorbell if it is not the same as the recipient’s name,
  • gate/access code,
  • apartment and floor number,
  • correct street number and street name,
  • correct postcode which is matching with the city,
  • correct delivery country,
  • correct local phone number of the contact person,
  • name of the company, hotel, student dormitory or any other location if delivery is not taking place at a private address.

Once you have checked all the possible information, contact us via the form below and let us know about mistakes or any other possible reasons so that we can contact the courier company so that they can arrange a new delivery attempt.

If the delivery location is in Denmark, Finland, Hungary, Ireland, Italy, the Netherlands, Sweden, Spain or the UK, the driver will make no further delivery attempt. He will leave you a notification card and take your parcel to the nearest local parcel shop. You will then have to collect it there yourself showing your ID card. Please note that different courier companies store parcels for a limited amount of time. If you don’t collect it, they will ship it back to the sender. Note it may happen in other countries due to too much work on a certain day.

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    My delivery failed as the receiver was absent. Will there be a new delivery attempt?

    If there was no one at the delivery location, the driver will make another delivery attempt in the next working days. In order to avoid further issues, make sure that somebody is present to accept the parcel. If the second delivery attempt is also unsuccessful, the driver will store the parcel in the depot for a limited amount of working days. During this period, you will have to pick up the parcel there. Otherwise the parcel will be returned to the sender.

    If the delivery location is in Denmark, Finland, Hungary, Ireland, Italy, the Netherlands, Sweden, Spain or the UK, the driver will make no further delivery attempt. He will leave you a notification card and take your parcel to the nearest local parcel shop. You will then have to collect it there yourself showing your ID card. Please note that different courier companies store parcels for a limited amount of time. If you don’t collect it, they will ship it back to the sender. Note it may happen in other countries due to too much work on a certain day.

     

    My delivery failed as there was no local phone number provided. What do I do?

    In some delivery countries, the courier drivers call before they come to deliver the parcel. As this is the only way for you to receive the parcel, please provide us with a correct local phone number.

    If somebody else is going to receive the parcel, please provide his/her local phone number. In case you don’t speak the local language, please provide a local phone number of somebody who speaks it and will be at the delivery location and can communicate with the local driver.

    Please provide us with the local phone number in the form below.

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      What can I do if my delivery failed and there is a wrong status in the tracking system?

      In such a case, please contact us through the form below and give us a short explanation as we must get in touch with the courier company to check what has really happened and try to rearrange a new delivery attempt of your parcel.

       

      My delivery failed as the location was closed. Will there be a new delivery attempt?

      If your delivery was to take place at a store and the driver tried to deliver the parcel after its closing time, he will make another delivery attempt in the next working days. In order to avoid further issues, make sure that somebody is present to accept the parcel. If the second delivery attempt is also unsuccessful, the driver will store the parcel in the local parcel shop for a limited amount of working days. During this period, you will have to pick up the parcel there. Otherwise, the parcel will be returned to the sender.

      If delivery was to take place in Denmark, Finland, Hungary, Ireland, Italy, the Netherlands, Sweden, Spain or the UK, the driver will make no further delivery attempt. He will leave you a notification card and take your parcel to the nearest local parcel shop. You will then have to collect it there yourself showing your ID card. Please note that different courier companies store parcels for a limited amount of time. If you don’t collect it, they will ship it back to the sender. Note it may happen in other countries due to too much work on a certain day.

       

      What can I do if my delivery failed as consignee was not informed/refused the parcel?

      The person at the delivery address was not informed that he was supposed to accept a parcel, or he refused to do so. The parcel will immediately be returned to the shipper or the courier company will wait up to 5 business days for further instructions before returning it to the shipper.

       

      My delivery didn’t happen, but the tracking system shows my parcel as delivered. What do I have to do?

      Please check with any of your neighbours if the driver might have left your parcel with them. Check the tracking system as there may be the name of the one who took care of your parcel. In case none of your neighbours accepted your parcel, please contact us via the form below.

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        I haven’t received any updates regarding my order. What should I do?

        If the tracking system doesn’t show any new data for more than 48 hours, please get in touch with us. Please, mind that the updates in the system are seen whenever the shipment reaches a new depot and it is scanned again.

         

        Is there any particular procedure concerning the delivery system in Sweden?

        In Sweden, the driver makes only one delivery attempt. If it fails, the parcel is automatically delivered to the nearest parcel shop and you have to pick it up there, presenting yourself with your ID. If somebody else will pick up the parcel, he has to have your written agreement and his ID.

        Please note that distances in Sweden can be pretty large and that the courier company makes no exceptions for a second delivery attempt, therefore we strongly advise you to monitor the tracking system and to have somebody present at the delivery address when the parcel is about to be delivered.

         

        What can I do if I had shipped several parcels but received only some of them?

        Parcels may have been split in transport and some of them are still on the way to you. This happens when a certain van is full and some parcels have to wait for another van. Check their statuses in the tracking system with the given tracking numbers. In case they are not delivered within 3 days after the estimated delivery time, please contact us to check with the courier company.

         

        My delivery failed due to an unknown reason. How can you help me?

        By an unknown reason we mean conditions that we cannot control such as bad weather – heavy rain or heavy snow, blizzards, floods, blocked roads, accidents, strikes. In such cases, deliveries will be made as soon as conditions allow them.

         

        Will the same courier company that picked up my shipment also deliver it to the destination?

        Most of the time, the same courier company will pick-up and deliver your parcels. However, depending on the agreements and cooperation of the selected courier company with other logistics providers in a given country, it may happen that your shipment is delivered by a different company.

         

        Can my parcel be delivered to any drop-off point?

        In general, your package needs to be delivered to a specific address. It could be either where you live, a friend’s house, a hotel, your workplace or any other general address where the courier driver can easily deliver your order.

        Depending on the delivery country, the courier driver decides whether to make a new delivery attempt or to deliver your parcel to the nearest parcel shop if the first delivery attempt fails.

         

        What is a parcel shop?

        A parcel shop is a collection point for parcels distinguished for long opening hours and personal service. It can be a local gas station, copy shop, local shop, florist, barber etc.

         

        For how many days will my parcel be stored in the parcel shop?

        There is a limited amount of days determined individually by each courier company. They also depend on the country where delivery is taking place. Generally, they store parcels up to 5 business days. Note it can be even less as it depends on the limited space in the parcel shop.

         

        How can I collect my parcel in the parcel shop?

        To collect your parcel, you will need an official photo ID (e.g. passport or ID card). In case somebody else picks up your shipment, he will also need your written agreement and his official photo ID.

         


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