The carrier still hasn’t contacted me : what should I do?

DELIVERY

The carrier still hasn't contacted me: what should I do?

Not all carriers contact customers directly: it depends on the delivery method chosen (Predict by appointment, pickup point, home delivery).

QUICK ANSWER

	Open the tracking link (shipping email or customer account): activation can take 12 to 24 h.
	Check your emails and SMS (including spam) and the phone number entered at checkout.
	For DPD Predict (by appointment), the time-slot SMS usually arrives within 72 h after shipping.

HOW CONTACT WORKS BY DELIVERY METHOD

DPD Predict

SMS WITHIN 72 H

You receive an SMS/email to choose your time slot. If no message within 72 h, move on to the next steps.

DPD pickup point

24-48 H

You are notified by email/SMS as soon as the parcel is available at the pickup point.

Colissimo home delivery

NO APPOINTMENT

No appointment booking: follow the journey via the tracking link.

USEFUL CHECKS

Tracking

Wait 12 to 24 h after shipping, then refresh.

Contact details

Correct email and phone; check your spam.

SMS blocking

Make sure SMS from DPD/Colissimo are not blocked.

Pickup point

Check the pickup point's opening hours and the authorised person.

WHAT TO DO (STEP BY STEP)

1	Open the tracking From the shipping email or customer account › History and details › Details.
2	Switch device Try again from another browser or device if the page won't load.
3	DPD Predict Without an SMS, check the tracking: a time slot is often available via the recipient area.
4	Still nothing? Once the times below have passed, contact our support.

WHEN TO CONTACT US

72 h

DPD Predict: no appointment SMS/email.

48 h

DPD pickup point / Colissimo: no tracking update.

Other

Change of address or pickup point, or missing information.

TO SPEED UP PROCESSING

Include: order number, tracking number, delivery method and phone number.

FREQUENTLY ASKED QUESTIONS

I didn't receive or I deleted the Predict SMS.

Check the tracking link: the carrier's recipient area often lets you choose a time slot without the SMS.

Can I change my phone number after ordering?

Yes, depending on the progress. Write to us with the new number; we will update it if possible.

Can I change pickup point?

Sometimes yes, depending on the carrier and the status. Send us your request with your tracking number.

Give us your order number, tracking number and delivery method: we will step in.