The parcel has not been delivered, what do I need to do?

The carrier cannot deliver the goods when:

• The recipient is not present at home during the agreed delivery window
• The address of the recipient is not complete or correct (for example, the house number or name on the intercom is missing)
• The recipient refuses the shipment

Whenever one of the following cases occurs, please send a request to our Customer Support.

You will be asked to provide the recipient details. When a parcel cannot be delivered it will be held in storage in the carrier facilities. If the shipment is held in storage you, the sender, will have to indicate the provisions for the redelivery within 24 hours.

We remind you that the sender and the recipient can always consult the tracking of the order on the carrier's website by entering the shipment number of the carrier itself.

HERMES

Unsuccessful deliveries will be held at a depot for 28 days before being disposed of by the carrier.

DPD

Unsuccessful deliveries will be held at a depot for 5 days before being disposed of by the carrier.

UPS

Unsuccessful deliveries will be held at a depot for 5 days before being disposed of by the carrier.

DHL

Unsuccessful deliveries will be held at a depot for 5 days before being disposed of by the carrier.