What to Do If Your Parcel Is Marked as Delivered or Inactive for Over 48 Hours

If your tracking information shows that your parcel has been delivered or has been inactive for more than 48 hours, the following steps must be taken to initiate an investigation.

• In Austria if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Belgium if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Bulgaria if your parcel is lost contact Customer Service team and request that an investigation be opened for your parcel. A formal complaint is filed immediately and you will be kept informed throughout the investigation.

• In Croatia if your parcel is lost contact Customer Service, provide written free-form statement that you have not received your order and request that an investigation be opened for your parcel 
  
  Once the statement is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Czech Republic if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Denmark if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Estonia if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation

• In Finland if your parcel is lost contact Customer Service team and request that an investigation be opened for your parcel. A formal complaint is filed immediately and you will be kept informed throughout the investigation.

• In France if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Germany if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Greece if your parcel is lost contact Customer Service team and request that an investigation be opened for your parcel. A formal complaint is filed immediately and you will be kept informed throughout the investigation.

• In Hungary if your parcel is lost contact Customer Service, provide written free-form statement that you have not received your order and request that an investigation be opened for your parcel 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Ireland if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Italy if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Proof of Delivery (POD) and Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation

• In Latvia if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation

• In Lithuania if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation

• In the Netherlands if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Norway if your parcel is lost contact Customer Service, provide written free-form statement that you have not received your order and request that an investigation be opened for your parcel 
  
  Once the statement is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Poland if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Portugal if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Romania if your parcel is lost contact Customer Service team and request that an investigation be opened for your parcel. A formal complaint is filed immediately and you will be kept informed throughout the investigation.

• In Slovakia if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Slovenia if your parcel is lost contact Customer Service, provide written free-form statement that you have not received your order and request that an investigation be opened for your parcel 
  
  Once the statement is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Spain if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Sweden if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In Switzerland if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.

• In the United Kingdom if your parcel is lost: 
  
  1. Contact Customer Service and request that an investigation be opened for your parcel 
  2. Customer Service will send you Lost Parcel Form. 
  3. Complete and return Lost Parcel Form to begin the investigation process. 
  
  Once the form is received, a formal claim will be opened, and you will be kept informed throughout the investigation.