Package delivered, but not received
Need help? We’re always happy to help 💛
Has your package been marked as “delivered”, but you haven’t received it?
In many cases, the package is still found shortly after. Please go through the steps below carefully first, as this often provides immediate clarity and helps us assist you faster.
Step 1 – Check Your Address
Open your order confirmation and make sure your address details were entered completely and correctly.
Please carefully check the following:
- Street name
- House number
- ZIP code
- City
Sometimes, an incorrect detail may have been entered by mistake, which can cause a package to be delivered to the wrong address.
If the address details are incorrect, please review the page “Incorrect address entered?” to see which options may still be available.
Step 2 – Check around your home
Sometimes, a package may have been left in a safe place.
Please check the following:
- Your front door, backyard, or another safe location around your home where the package may have been left
- A designated spot where packages are usually delivered
- Neighbors or someone else nearby who may have accepted the package on your behalf
Do you have security camera footage from the delivery moment? If so, please review it carefully. If the footage shows that nobody was present around your home at the time of delivery, please share the footage with us so we can investigate further.
Step 3 – Check a pickup point
Sometimes, a package may be redirected to a pickup point.
Please check whether your delivery carrier offers pickup locations. If your carrier is not listed below, you can skip this step and continue to the next one.
If your carrier is listed, please visit the nearest pickup location and keep your tracking number ready. In many cases, the delivery carrier can check whether the package was dropped off there.
Step 4 – Please wait a little longer
Sometimes, packages are marked as “delivered” too early and still arrive within 3 days.
Step 5 – Contact the delivery carrier
Still haven’t received your package after 3 days? Please contact the delivery carrier.
Ask whether they can provide any additional delivery information related to your package.
Carriers with customer support pages
Step 6 – Still haven’t received anything?
Have you contacted the delivery carrier and is it still unclear where your package is? Feel free to contact our customer service team.
If you already contacted the delivery carrier, please include any screenshots or additional information in your message to us.
As the delivery status and tracking information confirm successful delivery, we are unable to offer a refund or free replacement.
For Gofo deliveries, our customer service team can request additional photo proof of delivery showing where the package was delivered or left.
However, we always want to help where possible. We offer a significant discount on a replacement order, including free shipping, as a gesture of goodwill 💛
If you would like to request this, please contact our customer service team and mention that your package is marked as delivered, but was not received.