In some cases, the parcel service provider (DHL/DPD) delivers the package, but the customer did not receive it. In order for us to best assist you in this case, we ask you to first check your tracking number to determine where the package possibly was dropped off. For example, has it been handed over to a neighbor or a service point?
If that fails, we ask you to contact us. Please have your customer and order number ready. We will then initiate a search via the carrier. This investigation may take a few days - for this we ask for your understanding.