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.
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 shipment 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,
- correct street number and street name,
- correct post code which is matching with the city,
- correct pick-up 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 selected logistics service provider so that they can arrange a new delivery attempt.
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 shipment. The driver will contact you and inform you about the situation and will arrange a new delivery date and time.
My delivery cannot take place as there was no local phone number provided. What do I do?
The courier driver always contacts the recipient to arrange a specific date and time of delivery. Please note that he can only call to local phone numbers.
If somebody else is going to receive the shipment, 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.
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 selected logistics service provider to check what has happened and rearrange a new delivery attempt of your shipment.
My delivery failed as the location was closed. Will there be a new delivery attempt?
If the delivery location was closed, 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 shipment. The driver will contact you and inform you about the situation and will arrange a new delivery date and time.
My delivery failed due to lack of time. Will the driver make a new delivery?
Even though you and the driver have set a date and time for delivery, the driver ran out of time or for another reason didn’t manage to deliver your shipment. It may be due to general conditions – traffic jam, heavy car accidents blocking the roads, strikes blocking passages or it may also happen due to a too heavy workload on a certain day. The driver will contact you and inform you about the situation and will arrange a new delivery date and time.
What can I do if my delivery failed as consignee was not informed/refused the shipment?
The person at the delivery address was not informed that he was supposed to accept a shipment, or he refused to do so. The driver will contact you and inform you about the situation and will arrange a new delivery date and time.
My delivery didn’t happen, but the tracking system shows that my shipment was delivered. What do I have to do?
Please check with any of your neighbours if the driver might have left your shipment with them. Check the tracking system as there may be the name of the one who took care of your shipment. In case none of your neighbours accepted it, please contact us via the form below.
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 working 3 days after the estimated delivery time, please contact us via the form below to check with the selected logistics service provider.
My delivery failed due to an unknown reason. How can you help me?
By unknown reasons 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. The courier will contact you and inform you about the situation and will arrange a new delivery date and time.