Delivery

Shipping & delivery

At Loriano, we ensure that your order is shipped quickly, safely and with care. Whether you order a small tap or a large sink, we choose the most suitable shipping method for your products.

Order before 16.00, shipped the same working day

Do you place your order on a working day before 16.00? Your order will be shipped the same day, provided the products are in stock and suitable for standard parcel shipping.

Many of our products are available directly from stock. You can find the current stock status and estimated delivery time on the product page and at checkout.

Please note: Shipped the same day does not always mean delivered the next day. The actual delivery date depends on the carrier, the delivery address and the shipping method selected. Different delivery times may apply to larger products and pallet shipments.

Parcel delivery

Most orders are delivered by DPD. Once your order has been shipped, you will receive a shipping confirmation with a track & trace link. You can use it to track your parcel and view the estimated delivery date.

You can also find the tracking information in your personal Customer Dashboard on our webshop.

Not at home for delivery?

Not at home when the courier arrives? No problem. Depending on the available delivery options, DPD may deliver your parcel to a collection point or make another delivery attempt.

You can use the track & trace link to see where your parcel is and which delivery options are available.

Permission to leave your parcel

Some delivery services allow you to give permission for your parcel to be left in an agreed place, such as by the front door or under a canopy.

We advise caution when doing this. If you give permission for a parcel to be left unattended, this may affect liability for loss or damage after delivery.

We therefore recommend receiving your parcel in person or having it delivered to a collection point.

Delivery days

Standard parcel delivery usually takes place from Monday to Saturday, depending on the carrier and destination country. Delivery arrangements may differ on Sundays and public holidays.

The estimated delivery date is shown when you place your order and can be checked through the tracking information after shipment.

Pallet delivery

Large, heavy or fragile products are shipped by specialist pallet transport where necessary. This ensures that larger orders are also transported safely and with care.

Once your order has been handed over to our transport partner, you will receive the available shipping and tracking information. If necessary, you will be contacted to arrange delivery.

Important: check your order on delivery

We take great care to package products securely and transport them carefully. Nevertheless, damage can occasionally occur during transit.

We therefore ask you to check the following on delivery:

• Check the packaging for visible damage.
• If possible, check that your order is complete and undamaged.
• Note any visible transit damage on the delivery document before signing.
• Take photos of any damage to the packaging and the product.

Do you discover damage during or after unpacking? Please report it as soon as possible using the service form in your Customer Dashboard or via our Helpdesk Chat.

Prompt reporting with clear photos helps us investigate and resolve any transit damage more efficiently. Your statutory consumer rights continue to apply.

Delivery to your front door

For pallet deliveries, your order is delivered as standard to the first accessible front door on the ground floor, provided the location is safely accessible to the carrier.

Carrying products inside, delivery to upper floors, vertical transport and installation are not included unless expressly agreed otherwise.

For larger or heavier products, we recommend arranging sufficient help in advance to move your order.

Not at home for a pallet delivery?

If a delivery appointment has been arranged for your pallet shipment, we ask you to be present at the agreed time.

If no one is present and delivery cannot take place, a new delivery appointment may need to be arranged. Additional transport costs may be charged if you were informed of this in advance.

Questions about your delivery?

Would you like to know where your order is or when it will be delivered?

You can easily view the current order status, estimated delivery date and available tracking information in your personal Customer Dashboard on our webshop.

Do you have any further questions? Our customer service team will be happy to help via Helpdesk Chat.

Delivery times

At Loriano, we do everything we can to deliver your order as quickly and carefully as possible. We understand that you would like to receive your products promptly, so we provide the clearest possible information about availability and expected delivery times.

On every product page and during checkout, you will find the current stock status and expected delivery time for our products.

Please note that all stated delivery times are estimates. We do not guarantee exact delivery dates.

Our advice: choose products that are in stock

Would you like to receive your order as soon as possible? If so, we recommend choosing products that are currently in stock whenever possible.

The current stock status is clearly displayed on the product page and during checkout. This makes it easy to see which items are available immediately and which products are expected to take longer to arrive.

Order before 16.00 and we will dispatch it the same working day

If you order on a working day before 16.00, your order will be dispatched from our warehouse that same working day, provided all ordered products are in stock and suitable for standard parcel delivery.

Orders placed after 16.00, at weekends or on public holidays are usually processed on the next working day.

Different processing times may apply to larger products shipped by pallet freight.

Average transit time: 1 to 4 working days

Once your order leaves our warehouse, the average transit time to the delivery address is 1 to 4 working days.

The actual transit time depends on the destination country, the carrier, the type of shipment and any circumstances that arise during transit.

Important: The stated 1 to 4 working days refers only to transit from our warehouse. It does not include any waiting time for products that are not in stock.

These transit times are estimates and do not guarantee delivery on a specific date.

Ordering multiple items?

If you order multiple items with different delivery times, your order will usually be dispatched once all items are available.

In this case, the expected dispatch date is determined by the item with the longest delivery time.

Would you prefer to receive the available products sooner? You can request a partial shipment via our Helpdesk Chat or by e-mail.

We will be happy to check whether we can send the items already in stock sooner, so you do not have to wait for your entire order.

If your order is delivered in multiple shipments, you will receive separate tracking information for each shipment.

Partial shipments depend on availability and shipping options. Any additional shipping costs will be discussed with you in advance.

Dependence on suppliers and carriers

We work closely with our manufacturers, suppliers and shipping partners to deliver your order as quickly as possible.

However, circumstances may arise that affect the expected delivery time, such as:

• Delays at manufacturers or suppliers.
• Unexpected production or stock issues.
• Delays during transit.
• High volumes handled by carriers, for example during public holidays.
• Other unforeseen logistical circumstances.

As a result, we cannot always meet the stated delivery times.

All stated delivery times are estimates. Loriano does not guarantee an exact delivery date. Your statutory consumer rights in the event of delayed or non-delivery remain unaffected.

Do you need your order by a specific date?

Do you need your products for a renovation, installation or other planned work? If so, we recommend ordering well in advance and preferably choosing only products that are currently in stock.

Unexpected delays can occur during transit even with products that are available immediately.

Our advice: Do not make a firm appointment with your installer, plumber or technician until you have received and checked your order.

This helps you avoid inconvenience and any additional costs if a delivery is unexpectedly delayed.

Track your order

As soon as your order has been dispatched, you will receive a dispatch confirmation with the available track & trace information.

You can use this tracking information to follow the progress of your shipment and view the expected delivery date.

You can also check the current order status and available tracking information at any time in your personal Customer Dashboard on our webshop.

Questions about your delivery time?

Do you have questions about a product’s availability, the expected delivery time or the possibility of having your order shipped in parts?

Please feel free to contact us via our Helpdesk Chat or by e-mail. We will be happy to help and discuss the available options with you.

Collecting your order

Would you prefer to collect your order yourself? Unfortunately, at Loriano, it is not possible to collect orders directly from our warehouse.

We are a fully online webshop, and our warehouses are set up solely for storing, processing and shipping orders. Personal collection is therefore not possible.

Fortunately, we offer a convenient alternative: for eligible products, you can choose delivery to a DPD Parcelshop near you.

Collecting from a DPD Parcelshop

Would you rather not have to stay at home to receive your order? For eligible products, you can choose delivery to a DPD collection point.

A DPD Parcelshop is, for example, a shop or service point where you can collect your parcel when it suits you, within the collection point's opening hours and holding period.

The benefits of a DPD Parcelshop:

• Collect your order when it suits you.
• You do not have to stay at home for the delivery driver.
• Choose an available collection point near you.
• Easily track your order via track & trace.
• Receive a notification as soon as your parcel is ready for collection.

If delivery to a DPD Parcelshop is available for your order, you can select this delivery option during checkout.

Which products can be delivered to a DPD Parcelshop?

Delivery to a DPD Parcelshop is only possible for products whose dimensions and weight make them suitable for standard parcel shipping.

Please note: Large sinks, pallet shipments and other bulky or heavy products cannot be delivered to a DPD Parcelshop.

These products can only be delivered to a suitable delivery address.

The available shipping methods are displayed automatically during checkout, depending on the products in your basket and the destination country.

Why can't I collect my order from your warehouse?

Our warehouses are set up entirely for the efficient processing and shipping of online orders. We do not have a collection desk or facilities to receive customers in person.

By organising our logistics centrally, we can process orders carefully and hand them over to our shipping partners quickly.

Collection from the warehouse is therefore not possible, even by appointment.

Fast shipping from our warehouse

Many of our products are available directly from stock. The current stock status is clearly displayed on the product page and during checkout.

Order on a working day before 16.00? Your order will be shipped the same working day, provided all ordered products are in stock and suitable for standard parcel shipping.

The average transit time from our warehouse is 1 to 4 working days, depending on the destination and carrier. All stated delivery times are estimates; we do not guarantee an exact delivery date.

Tracking your order

Once your order has been shipped, you will receive a shipping confirmation with the available track & trace information.

You can also find the current order status and tracking information in your personal Customer Dashboard on our webshop.

Questions about delivery options?

Do you have questions about home delivery, a DPD Parcelshop or the shipping options for a specific product?

Feel free to contact us via our Helpdesk Chat. We will be happy to help.

Shipping costs

At Loriano, we keep our shipping costs as transparent and affordable as possible. Shipping costs depend on the products in your cart, the selected delivery method and the delivery address.

All available shipping options and their costs are calculated automatically and clearly displayed during checkout. This way, you always know in advance how much you will pay for delivery.

Affordable shipping via a DPD Parcelshop

Want to save on shipping costs? Choose delivery to a DPD Parcelshop. This is our most affordable delivery option for products suitable for standard parcel shipping.

You can have your order delivered to an available DPD pickup point near you and collect the parcel when it suits you.

Delivery to a DPD Parcelshop is only available for products that meet the carrier's maximum size and weight limits.

Please note: Large sinks, pallet shipments and other bulky products cannot be delivered to a DPD Parcelshop.

Free shipping on orders over € 200.00

At Loriano, you can enjoy free shipping on orders over € 200.00, provided the products ordered are suitable for standard parcel shipping and meet the conditions for free shipping.

Free shipping applies only to products suitable for delivery to a DPD Parcelshop.

Important: Large sinks, pallet shipments and other products that require specialist transport due to their size or weight are excluded from free shipping.

Whether your order qualifies for free shipping is determined automatically and displayed during checkout.

Shipping costs for parcels

Shipping costs for standard parcels depend on the destination and the selected delivery method.

Where available, you can choose from:

• DPD Parcelshop: Our most affordable shipping option. Have your parcel delivered to a pickup point near you.
• Home delivery: Have your order delivered directly to the address you provide.

The available shipping options and their rates are displayed automatically during checkout.

Shipping costs for pallet transport

Large, heavy or fragile products that are not suitable for standard parcel shipping are delivered via specialist pallet transport.

Shipping costs for pallet transport are calculated automatically based on factors including:

• The weight and dimensions of your order.
• The delivery address and destination.
• The transport method required.

Shipping costs always apply to pallet shipments, regardless of the order value. Free shipping does not apply to pallet transport.

The exact transport costs are displayed during checkout, before you place your order.

How are shipping costs calculated?

You do not need to calculate shipping costs yourself. Once you add products to your cart and enter your delivery details, we automatically show the available shipping methods and their costs.

We take into account the dimensions, weight, destination and any conditions for free shipping.

You will always see the total shipping costs before confirming your order.

Questions about shipping costs?

Do you have questions about shipping costs or want to know which delivery methods are available for your order?

Feel free to contact us via our Helpdesk Chat. We will be happy to help.

Delivered damaged

Did your order arrive damaged? We understand how frustrating that is. At Loriano, we do everything we can to package your products carefully and securely, but unfortunately damage can sometimes occur during transport.

We are happy to help resolve this as quickly and efficiently as possible. Through our Helpdesk Chat, you can easily submit a damage report with a description and photos of the damage.

How do you report shipping damage?

Reporting a damaged delivery is easy and can be done entirely online.

1. Open the Helpdesk Chat
   Click the Helpdesk Chat icon on our webshop.
2. Choose to report damage
   Follow the steps in the chat to open the online damage report form.
3. Complete the damage report form
   Describe which products are damaged and exactly what is wrong.
4. Add photos
   Upload clear photos of the damaged product and its packaging so we can properly assess the situation.
5. Submit your report
   Once you have submitted the form, a service ticket will be created automatically. Our service team can then assess and process your report.

Important: A damage report must be submitted using the online form in our Helpdesk Chat. This ensures we receive all the necessary information and can handle your request carefully.

Preferably report shipping damage within 48 hours

We ask you to report any visible or discovered shipping damage preferably within 48 hours of receipt.

Prompt reporting is important because carriers often have short deadlines for investigating and recording shipping damage. The sooner we receive your report with the necessary photos, the sooner we can start the investigation.

Did you discover the damage later? Please report it as soon as possible through our Helpdesk Chat.

Please note: The 48-hour period is a request for prompt reporting and does not limit your statutory consumer rights.

Which photos do we need?

To assess your damage report properly and, if necessary, start an investigation with the carrier, we ask you to provide clear photos of:

• The damaged product: An overview photo showing the entire product.
• The damage: One or more close-up photos clearly showing the damage.
• The outer packaging: Photos of the shipping box or packaging, including any visible damage.
• The inner packaging: Photos of the protective packaging material in which the product was delivered.
• The shipping label: A photo of the packaging showing the shipping label and barcode clearly enough to read.

You can add these photos directly to the online damage report form through our Helpdesk Chat.

In some cases, additional information may be needed, such as a delivery document or a more detailed description of the damage. Our service team will ask for this if necessary.

Keep the original packaging

Do not throw away the original packaging and protective packaging material straight away.

If possible, keep the shipping box, inner packaging materials and any damaged parts until your damage report has been assessed.

These materials may be important for determining the cause of the damage and for any investigation by the carrier.

What if the packaging is already damaged on arrival?

If you notice that the outer packaging is damaged when your order is delivered, we recommend taking photos of the damage immediately.

For pallet deliveries, we recommend having any visible damage noted on the carrier's delivery document, if possible, before signing for receipt.

Then carefully check the contents of your order and report any damage through our Helpdesk Chat.

Even if the outer packaging appears undamaged, the product itself may have been damaged during transport.

What happens after you report the damage?

Once you have submitted the online damage report form, a service ticket will be created automatically.

Our service team will then review the information and photos you have provided. If necessary, we will investigate the damage together with our transport partner or supplier.

Depending on the nature of the damage and the applicable rights and terms, we will determine an appropriate solution. This may include:

• Replacing a damaged product free of charge.
• Replacing a damaged part.
• Repairing the product, if possible and appropriate.
• Another appropriate solution, depending on the situation.

Our service team will update you through your service ticket about the assessment and any next steps.

Do you suspect a manufacturing defect?

Not all damage occurs during transport. Sometimes there is a manufacturing defect or another product fault.

In that case, you can also submit a service request through our Helpdesk Chat. You can describe the problem and add the necessary photos using the online form.

Our service team will assess your report and determine which solution applies.

Need help reporting damage?

Our Helpdesk Chat will guide you step by step through submitting your damage report.

After you complete and submit the online form, your service ticket will be created automatically so we can process your report.

We do our best to handle every damage report as carefully and quickly as possible.

My order was delivered incomplete

Have you received your order, but does an item or part appear to be missing? That is understandably frustrating. At Loriano, all items are carefully checked and scanned during picking and packing. Nevertheless, an order may be delivered in multiple packages, or smaller parts may be packed separately inside a product box.

We are happy to help you resolve this. Before submitting a report, please check the following.

1. Check whether your order is being delivered in multiple packages

Some orders are sent in multiple shipments. This may happen, for example, if you have ordered several items that are shipped separately due to their size, weight or availability.

You may therefore have received part of your order while other packages are still on their way.

Please check the following first:

• The current order status in your personal Customer Dashboard on our webshop.
• The available track & trace links for your order.
• Whether multiple package numbers or separate shipments are listed.
• Whether any packages are still on their way with a later expected delivery date.

Please note: If your order consists of multiple packages, they may be delivered on different days, even if they were dispatched from our warehouse at the same time.

2. Check all packaging carefully

To transport products safely and reduce unnecessary packaging material, smaller items and accessories are sometimes placed inside the packaging of a larger product.

This can make it seem as though an item is missing when it is actually inside another box.

We recommend checking the following:

• Open all boxes you have received and check their entire contents.
• Look underneath and between the protective packaging material.
• Check inside the packaging of larger products, such as sinks and taps.
• Look for any stickers, labels or instructions on the packaging.
• Check whether small accessories or mounting materials have been packed separately.

For sinks: The included waste and overflow set is usually attached to the inside of the sink packaging. Please check it carefully. A trap is not included as standard unless this is expressly stated in the product listing.

For taps: Check the packaging for the included connection hoses and mounting materials.

3. Is an item or part actually missing?

Have you checked all the packaging, and does the tracking information show that no further packages are on their way? You can easily submit a report through our Helpdesk Chat.

We ask you to report missing items preferably within 48 hours of receipt. This allows us to investigate the shipment and its handling in our warehouse promptly.

Did you discover the problem later? Please submit a report anyway. The 48-hour period does not limit your statutory consumer rights.

4. How do you report a missing item?

You can easily report a missing item or part using our online service form.

1. Open the Helpdesk Chat
   Click the Helpdesk Chat icon on our webshop.
2. Start a service request
   Follow the steps in the chat to open the online service form.
3. Describe what is missing
   State which items or parts are missing and which products you have received.
4. Add photos
   Upload clear photos of the products received, their contents and the packaging. This will help us investigate the situation more quickly.
5. Submit your report
   After you submit the form, a service ticket will be created automatically. Our service team can then review and process your report.

Important: Always report missing items using the online service form. This ensures that we receive all the information we need and that your request is registered immediately as a service ticket.

5. What happens after you submit your report?

Once you have submitted your service request, our service team will investigate the situation.

Where necessary, we will check your order details, the recorded warehouse handling information and the shipping information from our delivery partners.

If we need additional information, we will request it through your service ticket.

If we confirm that an ordered item or included part is missing, we will provide an appropriate solution, such as sending you the missing item or part.

We will inform you of the outcome and the next steps through your service ticket.

Keep the packaging until your order is complete

We recommend keeping the original packaging and protective packaging material until you have checked that your order is complete.

The packaging and shipping labels may contain important information for investigating a missing item.

Need help?

Are you unsure whether your order is complete, or can you not find a particular part?

First, check the tracking information in your Customer Dashboard and the contents of all the packaging you have received.

Is something still missing? You can easily complete the online service form through our Helpdesk Chat. Once submitted, a service ticket will be created automatically so that we can handle your report carefully.

I received the wrong item

Have you received a different item from the one you ordered? That is understandably frustrating and not what should have happened.

At Loriano, all products are carefully checked and scanned during picking and packing. Nevertheless, mistakes can occur in exceptional cases.

We are happy to help resolve this as quickly and carefully as possible. You can easily submit a service request via our Helpdesk Chat, including a description and photos of the product you received.

1. Check your order and the product you received

Before submitting a report, we recommend checking whether the item you received matches your order.

Please check the following:

• Order confirmation: Check exactly which products you ordered, including the selected colour, dimensions and version.
• Item number (SKU): If available, compare the item number on the product or packaging with the item number in your order.
• Product packaging: Check whether the correct item may have been delivered in different packaging.
• Multiple parcels: Did you order several products? Check whether your order may be arriving in separate shipments.

You can easily find your order details in your personal Customer Dashboard on our webshop or in your order confirmation.

2. Have you received the wrong item?

After checking, have you found that you received a different product, the wrong colour, a different size or the wrong version?

If so, please report this preferably within 48 hours of receipt via our Helpdesk Chat.

Reporting it promptly helps us check the warehouse and shipping records more efficiently and resolve the problem sooner.

Did you only discover the mistake later? Please report it anyway. The 48-hour period does not limit your statutory consumer rights.

3. How do I report an incorrectly delivered item?

You can easily report an incorrectly delivered product using our online service form.

1. Open the Helpdesk Chat
   Click the Helpdesk Chat icon on our webshop.
2. Start a service request
   Select a question about your order and follow the steps to open the online service form.
3. Describe the problem
   State which item you ordered and which item you actually received. If possible, include the item number (SKU).
4. Add clear photos
   Upload photos of the product you received, the product label and the packaging.
5. Submit your report
   Once you have submitted the form, a service ticket will be created automatically. Our service team can then review and process your report.

Important: An incorrectly delivered item must be reported via the online service form. You do not need to submit a standard return request for this.

4. Which photos do we need?

To assess your report as quickly as possible, please add the following photos:

• The item you received: A clear overview photo of the entire product.
• Product label or barcode: A photo in which the item number (SKU), barcode or other product details are legible.
• The product packaging: A photo of the box or packaging in which the item was delivered.
• The shipping label: A photo of the outer packaging with the shipping label clearly visible.

You can upload these photos directly via the online service form in our Helpdesk Chat.

5. What happens after I submit my report?

Once you have submitted your service request, our service team will investigate the situation.

We will compare your order details with our warehouse processing records and the photos you have provided.

If we confirm that the wrong item was delivered, we will provide an appropriate solution.

Depending on the situation, this may mean that:

• We send you the correct item at no extra cost.
• We agree on another appropriate solution with you.
• If necessary, we arrange a free return for the incorrectly delivered item.

Our service team will inform you of the next steps via your service ticket.

6. Do I need to return the incorrectly delivered item?

That depends on the situation. In some cases, we will ask you to return the incorrectly delivered item to us.

Do not return the item on your own initiative. Please wait for instructions from our service team first.

If the incorrect delivery was our fault and the item needs to be returned, we will arrange a suitable return option at no cost to you.

We recommend keeping the product you received and its original packaging safe until your service request has been resolved.

7. How long will it take to resolve?

We aim to review reports of incorrectly delivered items as quickly as possible.

The time needed depends on the nature of the problem, the information available and any further investigation required at our warehouse.

If the correct item needs to be shipped, the expected delivery time depends on current stock availability and the carrier.

We cannot guarantee an exact delivery date, but we will do everything we can to resolve the problem as quickly as possible, while respecting your statutory rights.

Need help?

Are you unsure whether you received the correct item, or does the product not match your order?

First, check your order details in your personal Customer Dashboard.

Have you received the wrong item? Open our Helpdesk Chat and submit your report using the online service form.

Once submitted, a service ticket will be created automatically so that we can handle your report carefully.

My order has no tracking updates or delivery notification

Have you not received your order yet, and are there no new tracking updates? We understand that this can be frustrating, especially when you need your products quickly.

In many cases, the carrier is experiencing a temporary delay or the tracking information is still being updated. This does not automatically mean that your parcel has been lost.

Below, we explain what you can check and how we can help if your order is taking longer than expected to arrive.

1. Check the status of your order

You can find the current status of your order and the available tracking information in your personal Customer Dashboard on our webshop.

Once your order has been shipped, you will also receive a shipping confirmation with a track & trace link.

Check the following:

• Whether your order is registered as shipped.
• Whether a track & trace link is available.
• The latest status recorded by the carrier.
• Whether an updated estimated delivery date is displayed.
• Whether your order may consist of several separate shipments.

2. Why is my tracking information not being updated?

Your tracking information may temporarily remain unchanged even though your parcel is still in transit.

There are several possible reasons for this:

• Shipping label created: Your order has been prepared for shipment, but the carrier may not yet have processed or scanned the parcel.
• On its way to a sorting centre: New scans are not always recorded at every stage of transit.
• Carrier delay: High volumes, weather conditions or logistical issues can cause transit to take longer.
• Delayed tracking information: New scan and delivery information sometimes takes time to appear.

A lack of new tracking updates therefore does not automatically mean that your order is lost.

3. What is the normal transit time?

From the moment your order leaves our warehouse, the average transit time is 1 to 4 working days, depending on the destination and the carrier.

This is an estimate, not a guaranteed delivery time.

Please note that weekends, public holidays and unexpected circumstances can affect transit times.

4. My order is delayed. What should I do?

Have you not received your order, has the tracking information remained unchanged for an extended period, or has the estimated delivery date passed?

You can easily report this through our Helpdesk Chat.

How it works:

1. Open the Helpdesk Chat
   Click the Helpdesk Chat icon on our webshop.
2. Choose a question about your order
   Then select the option "My order was shipped but never arrived".
3. Complete the online form
   Describe the delivery problem. If necessary, add further information or a screenshot of the tracking status.
4. Submit your report
   Once submitted, a service ticket will be created automatically so that our service team can investigate your request.

You do not need to contact the carrier yourself. We can handle the investigation into your shipment directly with our transport partner.

5. What happens after I submit a report?

Once you have submitted your report, our service team will check the available shipping details and the last known status of your parcel.

If necessary, we will open an investigation with the carrier to determine where your order is and why delivery has been delayed.

Depending on the outcome of the investigation, we will inform you of the next steps and provide an appropriate solution.

If a parcel is confirmed lost, we will resolve the matter with the carrier and ensure that your order is handled appropriately, in accordance with your legal rights.

6. My parcel is marked as delivered, but I have not received it

Does the tracking information show that your parcel has been delivered, but you have not received it?

First, check whether the parcel may have been delivered to a DPD Parcelshop, an agreed delivery location or another location listed in the tracking information.

Can't find the parcel? Report this through our Helpdesk Chat so that we can investigate the delivery.

Questions about your order?

You can view the current order status and available tracking information at any time in your personal Customer Dashboard.

Do you still have questions after checking these details, or has your order not arrived? Use our Helpdesk Chat to submit a report easily.

We are happy to help resolve the issue as quickly and thoroughly as possible.

My order is marked as delivered, but I haven't received anything

Does the tracking information show that your order has been delivered, but you haven't received a package? That's understandably frustrating.

In some cases, a package is delivered to a pickup point, a neighbor, or an agreed delivery location. The delivery status may also have been updated prematurely.

We are happy to help you find out where your order is.

1. Check the tracking information

First, check the latest tracking information using the track & trace link you received after your order was shipped.

You can also find this information in your personal Customer Dashboard on our webshop, under the relevant order.

Check the following:

• Delivery address: Check that the correct delivery address is listed.
• DPD Parcelshop: Check whether your package may have been delivered to a pickup point.
• Neighbors: Check whether the package may have been left with a neighbor.
• Agreed delivery location: Did you give permission for the package to be left somewhere? If so, check the specified location.
• Delivery information: Check for any delivery photos, delivery notes, or additional information from the carrier.
• Multiple packages: Check whether your order consists of separate shipments and whether all packages are marked as delivered.

Please note: Sometimes a package is marked as delivered while the delivery information is still being updated. Therefore, also check for any further updates in the tracking information.

2. Still can't find your package?

Have you checked the points above but still can't find your order? You can easily report this through our Helpdesk Chat.

Here's how:

1. Open the Helpdesk Chat
   Click the Helpdesk Chat icon on our webshop.
2. Choose a question about your order
   Then select "My order has been shipped but never arrived".
3. Complete the online form
   Explain that the tracking information shows your package as delivered, but you haven't received anything. Add any further information if needed.
4. Submit your report
   Once submitted, a service ticket will be created automatically so that our service team can investigate the situation.

You do not need to contact the carrier yourself. We will investigate the matter directly with our transport partner.

3. What happens after I submit my report?

Once you have submitted your report, our service team will check the available delivery details and the recorded delivery information.

If necessary, we will open a formal investigation with the carrier to find out where and to whom the package was delivered.

We may request the following information, among other details:

• The recorded delivery location.
• The delivery date and time.
• Any delivery photos or proof of receipt.
• Information available from the delivery driver.
• Any additional delivery details.

If we need additional information from you for the investigation, we will request it through your service ticket.

4. What if my package is actually missing?

If the investigation shows that your order was not delivered correctly or has been lost, we will provide an appropriate solution while respecting your legal rights.

Depending on the situation, this may mean resending the missing products or offering another appropriate solution.

We will inform you of the outcome of the investigation and the next steps through your service ticket.

5. How can I track the status of my report?

After you submit your report, it will be registered as a service ticket. Our service team will use this ticket to manage the investigation and next steps.

Any further questions or updates will be communicated through your service ticket.

Need help?

Have you checked your tracking information but still can't find your order?

If so, open our Helpdesk Chat and select "My order has been shipped but never arrived".

You can easily report the problem using the online form. We will then investigate what happened to your order and help you with the next steps.