Sometimes a shipment takes a little longer than planned. This can happen for a variety of reasons.
We will be happy to assist you in reviewing and resolving your issue. To do so, please click on “Submit a new claim” and fill out the form.
We can accept your complaint up to 21 days after delivery.
Depending on the shipping service provider and the shipping rate, your chances of receiving a (partial) refund are good in case your shipment was routed incorrectly or missed connection.
You will also be eligible for a (partial) refund for express shipments if delays are clearly caused by the shipping service provider.
- Shipping time starts with the actual pickup (if your shipment has not been picked up, please submit a separate complaint).
- The indicated shipping time is not fixed (except for rates with time options).
- Shipping times are an estimate based on the average delivery time across all shipments of the rate (standard transit time).
- The actual shipping times can be calculated by clicking on the link "Get real duration" in the rate overview in the shipping cost calculator.
Shipments can be delayed for the following reasons:
- Shipment was routed incorrectly or missed connection
- Recipient could not be found or was not at home during attempted delivery
- Problem caused by the goods (e.g. prohibited/dangerous goods)
- Force majeure (e.g. strike, traffic jam, bad weather, accident, ...)
- Customs clearance
- Missing documents (e.g. invoice, EAD)
- Import procedures (lack of cooperation by consignee)
- Other delays caused by the shipping service provider
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.