If the last scan of your shipment was made several days ago, we recommend initiating an investigation.
To do so, please fill out the claim form. Alternatively, please create a support ticket for us providing the following information:
- Order number and/or customer number
- Shipment number
- Shipping service provider
- Detailed description of all shipped items (e.g. manufacturer, color, material, ...)
- Packaging (e.g. type, material, distinctive features, ...)
- Value of goods + proof of value (e.g. commercial invoice)
- Phone number of sender & recipient
- Signed transfer or deposit receipt
- If possible: Photo of the missing goods
Please note that an investigation may take some time, depending on the service provider. We will do our best to resolve your request as quickly as possible.
We recommend that you request an investigation in the following scenarios:
- Your shipment has not yet been delivered and there is no longer a scan available.
- National: 2 to 3 days without a scan
- International: 4 to 5 days without a scan
- Your shipment has been delivered according to the tracking, but the recipient has not received the shipment.
- Your shipment was delivered to the wrong address
- Your shipment was picked up, but has not been scanned since then
A shipment can be lost in transit for a number of reasons:
- The sender has not attached a shipping label
- The shipping label has come loose and fallen off
- An old shipping label was used
- The shipment was misrouted (wrong destination)
- Bundled packages may have separated - one with a label and one without
- Theft (can never be ruled out unfortunately)
You did not find a suitable topic for your question?
No problem! Just create a support ticket and we will take care of your request as soon as possible.