No status
It is good to know that when your Track & Trace has been created, your parcel is not yet in the hands of PostNL. It is therefore possible that your Track & Trace does not yet indicate a status, as the exact delivery time is not yet known at that time.
If the status of your parcel does not change, it means that your parcel has not yet been assigned to a delivery route.
Status does not change
We advise you to be patient and check the status again the next day.
If the status has not been updated for more than 2 days, please feel free to contact us via the "Submit a request" button. We will be happy to help you sort this out for you.
What does 'shipment expected, not yet at PostNL' mean?
We have already registered the shipment with PostNL, but the parcel has not yet been delivered to the depot or PostNL has not sorted it yet. You can often see the expected delivery time in track & trace. Please note that this can still be delayed!
What does 'Delivery is delayed' mean?
Something went wrong and PostNL was unable to deliver the shipment as planned. This happens very occasionally in case of unexpectedly large traffic. If you now look at Track & Trace, you will find the correct delivery time.
Does the Track & Trace indicate that your parcel has been delivered but is not?
- Always wait 2 working days after this status has been updated and then contact us via the "Submit a request" button.
- In the meantime, ask some neighbours and check in apartment buildings if the parcel has been left in the central hall.
- Check if you have received notification from PostNL in your mail or in the PostNL app.
- Also check if the delivery address in the Track & Trace code matches your address.
Have you done all this and the parcel is not there? If so, please contact us.
We will start an investigation with PostNL to request the GPS location where the parcel is scanned. This will take place at the place where the delivery driver scans the parcel before it is delivered to your door (or at the location you specify). We will usually receive a response from PostNL within 3 working days, so we would ask you to wait patiently.
During this investigation, PostNL will inquire at the Cityhub (where your parcel is loaded into the delivery driver's van) and at the delivery driver himself. The delivery driver will be asked whether and where the parcel was delivered, while the Cityhub will check internally whether all procedures were followed correctly. The investigation will be considered complete once all this information has been collected correctly.
Do you still doubt the outcome? Then our customer service staff can advise you whether there are any further steps you can take.