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About shipping and delivery

Delivery

I have placed an order. When can I expect the package?
My order was returned, what should I do now?
I will not be at home at the time of delivery, what should I do now?
Can I have the package delivered to an alternative address?

Pick-up

Why isn't it possible to choose for pick-up point delivery?
My package is at the pick-up location, do I have to bring anything?

Delivery problems

My order did not arrive at the designated time. What can I do?
I have not received my package, but delivery has been signed for. What should I do now?
My shipment has been damaged. What should I do now?
My package is incomplete. What should I do now?

When will my order arrive?

Delivery is on working days only (Monday – Friday). There’s no weekend or bank holiday delivery.

Once your order is ready, we’ll send you a confirmation e-mail containing a barcode from DPD or DHL, which you can use to trace the order online. You can also change the date and place of the delivery (different address, Pickup parcelshop, etc.). You’ll then receive a notification (a text or e-mail) when letting you know when to expect the package.
Click here for additional information on shipping and delivery

My order was returned?

Your package can be returned for a number of reasons, which are often stated in the online Track & Trace information that you’ve received from us. If the package can’t be delivered, please check the address details. In addition, the package could have been damaged in transit. In both cases, please contact our customer service who will help you.
View our opening hours and contact options here.

I won't be at home at the time of delivery?

If you’re not at home DPD or DHL will attempt to give the package to one of your neighbours. Not successful? A second attempt at delivery will be made, or the package will be delivered at the closest pick-up location. On the not-at-home notification, which the driver has left behind for you, you’ll find your options for receiving your parcel.

Can you deliver to an alternative address?

Yes, we can certainly do that. Just opt for delivery at an alternative address during the order process.

Why can't I choose a pick-up point delivery?

We don’t currently offer this option. However, with DPD predict you’ll have the option to re-route to a pick-up point during the delivery process. So always keep a close eye on the Track and Trace information.

My package is at the pick-up location, do I have to bring anything?

To collect your package, you’ll need a valid proof of ID and the barcode of your order.

My order did not arrive at the designated time?

We’ll let you know the day and time slot when your package will be delivered. While we always do our very best to deliver at the designated time, delays can sometimes occur due to unforeseen circumstances.

I haven't received my package, but delivery has been signed for?

You can use the Track & Trace code to check the on the whereabouts of your package. It may have been signed for by one of your neighbours. You’ll receive a notification of this in your letterbox, which states where your package has been delivered. Alternately, your package could be at a pick-up location. If the location is still unclear then please contact our customer service for more information – we’ll be more than happy to help you!
View our opening hours and contact options here.