My parcel is stuck, missing or at the wrong address

1. Check your parcel's tracking

In the Tracking tab of your book, open the carrier's link and note your tracking number. Check the latest status update, your mailbox, any delivery notices and the pickup point shown. It's also worth asking others in your household whether they received the parcel.

2. Contact the carrier directly

Once the parcel has shipped, the carrier handles its transport and delivery. Unfortunately, we can't release a stuck parcel, reach the driver or change their route from our side. Please contact the carrier's customer service directly with your tracking number.

Go to the official website of the carrier shown in your tracking, then open the Help, Contact or Customer Service section to find their phone number and other ways to reach them. Contact details by country are listed below.

3. If the parcel is lost or sent back

Ask the carrier to run a check, and keep their reply along with the case number. If they confirm the parcel is lost, has been returned to sender, or that the sender needs to take action, send us these details with your order number so we can look into next steps.

Need to correct an address?

Once your order has shipped, ask the carrier directly whether a correction or a new delivery attempt is possible. Updating your address book does not change the address on an order you've already placed. If the parcel hasn't shipped yet, let us know about the mistake right away, along with the correct address.