My order shows as “Delivered”, but I haven’t received it, what should I do ?

DELIVERY

My order is « delivered »
but I have not received it: what should I do?

The « Delivered » status appears in your Customer Account or in the carrier tracking, but you have received nothing? Here is where to check, what to do depending on the method, and when to contact us.

QUICK ANSWER

	Open the tracking link: look at the exact event (letterbox, neighbour, pickup point…).
	Check the letterbox, delivery notice, common areas (lobby, parcel room), neighbours / caretaker.
	For a pickup point, go to the point indicated by the tracking.

USEFUL CHECKS

Address & name

Do the delivery address and the name/letterbox match?

Tracking details

Drop-off photo, signature, « handed to », exact time and place.

Several parcels

The order may be split (several tracking numbers).

Pickup point

Name of the point, opening hours, is the holding period still running?

COMMON CASES BY METHOD

Pickup point (DPD)

ID DOCUMENT

« Delivered » = available at the point. Present an ID document in the name indicated.

Colissimo home

LETTERBOX / NEIGHBOUR

« Letterbox » or « handed to a third party »: letterbox, neighbour, or post office (delivery notice).

DPD Predict

TIME SLOT

Handover within a time slot. Check address/time and the « handed to » note.

WHAT TO DO (STEP BY STEP)

1	0–24 h after « Delivered » Redo the checks (letterbox, neighbours, pickup point) then refresh the tracking (scans are sometimes delayed).
2	24–48 h Contact the carrier with your tracking no. to locate the drop-off; note the case reference if an investigation is opened.
3	Beyond 48 h Contact our support team with a tracking screenshot, the address and useful details.

WHEN TO CONTACT US?

	No solution 48 h after the « Delivered » status appeared.
	Delivery signature/photo that does not match your home.
	An obvious address error on the tracking.

TO SPEED UP PROCESSING

Have ready: order number, tracking number, tracking screenshots, full address and details (pickup point/neighbours checked).

FREQUENTLY ASKED QUESTIONS

« Handed to a neighbour » but I do not know which one.

The tracking details or the carrier may specify the address/name; otherwise ask around, then contact us.

« Delivered to letterbox » but it is empty.

Check for a possible drop-off in common areas or at a neighbour's, then file a claim with the carrier.

The parcel was returned to the pickup point or the depot.

Collect it at the indicated point while the holding period runs; otherwise contact us for a reshipment.

« Delivered » but nothing received?

Give us your order and tracking numbers: we will start the checks.

My order is « delivered »but I have not received it: what should I do?

« Delivered » but nothing received?

Do you have a question?

My order is « delivered »
but I have not received it: what should I do?