Delivered, says the app. But your parcel isn't there.
The web shop is responsible until you actually have the parcel. Not the courier, and not you. Does the shop say you did receive it? Then the shop has to prove that. So contact the shop, not PostNL or DHL.
How to tackle it
- Look around. At the neighbours, in the shed, in the letterbox, at a pick-up point. Check for a card or a message in the courier’s app.
- Email the web shop. Include your order number, the tracking code, and that you received nothing. Ask for a solution: a new parcel or your money back.
- Keep everything. Emails, screenshots of the tracking, the date you reported it.
- Set a final deadline. Nothing happens? Then write that you’re giving a last date, after which you want your money back.
The tricky part
In December you get lots of parcels at once, from different couriers, each with its own app. Then you don’t quickly notice that one is missing. You only find out when the present isn’t there on the day.
It says delivered at 14:12. You were home. Nobody rang the bell. You email the courier, wait a week, and hear nothing. Meanwhile the return period for the rest of the order is already running.
Often asked
Do I contact PostNL, DHL or the web shop?
The web shop. Your agreement is with the shop, not with the courier. The shop has to find out what went wrong and fix it.
The shop says it was delivered. What now?
Then the shop has to prove you received it. A 'delivered' status isn't always enough for that. Ask for proof, such as a signature or a photo.
How long should I wait?
If no delivery time was agreed, 30 days applies. After that, give the shop one last chance, preferably by email. If it still doesn't arrive, you can cancel the purchase and ask for your money back.
I chose the neighbours or a spot by the door myself.
Then it may be different, because you chose that place. Ask the neighbours first and look around. Then still contact the shop and ask what the courier reported.
The shop won't help. Where can I go?
If the web shop is a member of De Geschillencommissie (the Dutch disputes committee), you can file a complaint there. You can also report it to ConsuWijzer, the ACM's consumer desk.