My tracking shows 'delivered' but I don't have my package

Quick Answer: Check safe places around your property first, then contact the carrier and us for investigation. We'll work with you to resolve this.

Immediate Steps (Within 24 Hours):

Thorough Property Check:

• Safe places: Behind bins, under stairs, in porches, with neighbors
• Hidden locations: Side doors, garages, sheds, behind plants
• Reception areas: Apartment lobbies, concierge desks, mailrooms
• Family members: Check if someone else received it
• Different address: Verify tracking shows your correct address

Carrier Investigation (Required):

UK/EU - DPD UK

• Contact DPD: Contact Form / +49 6021 150 415
• Report missing package within 24 hours
• Request delivery proof and photo evidence
• Get reference number for your complaint

North America - USPS/UPS/FedEx:

• File missing package claim online or by phone
• Request delivery photo and GPS coordinates
• Critical: Get carrier investigation reference number
• Allow 5-10 business days for carrier investigation

Our Resolution Process:

Step 1: Immediate (Within 24 Hours)

• Report missing package to us with carrier reference number
• We'll flag your order for investigation
• Temporary hold placed on replacement to prevent fraud

Step 2: Documentation Required (Within 7 Days) For High-Risk Areas (Major Cities, Known Package Theft Zones):

• Police report required for packages over £50/$75
• Affidavit of non-receipt for packages under £50/$75
• Neighbor confirmation that package wasn't received by mistake

For Low-Risk Areas:

• Carrier investigation result (showing delivery error)
• Written confirmation that package wasn't received
• Address verification to prevent shipping errors

Step 3: Resolution (7-14 Days)

• Carrier fault: Full replacement or refund immediately
• Theft confirmed: Replacement sent once documentation complete
• Fraud suspected: Account flagged, investigation required
• Address error: Correction required before replacement

Our Fair Resolution Policy:

We WILL Replace/Refund When:

• Carrier admits delivery error with proof
• Police report filed for theft (high-value items)

We CANNOT Replace/Refund When:

• Customer refuses to file required documentation
• Evidence suggests fraudulent claim
• Customer provided incorrect delivery address

Working Together: We understand package theft is a real problem, especially in urban areas. Our process protects both genuine victims and our business from fraud. By following the documentation requirements, we can quickly resolve legitimate missing package issues while maintaining fair pricing for all customers.