Do you have a track & trace code?
Enter the track & trace code here. This allows you to follow the current status of your shipment.
We always aim to deliver your order the next day, provided it was placed before 20:00. You will receive an e-mail with track & trace code as soon as your order leaves our warehouse.
Changing delivery time
Is the planned delivery time not convenient? Or would you prefer to collect your parcel from a PostNL point? From the moment PostNL has received your parcel until you see the status 'Sorted', you can change the delivery time or location. You can easily do this via the track and trace or My DHL app. Changing deliveries is only possible if you are logged in with your own PostNL account.
No one at home when your parcel is delivered
Nobody at home when your parcel is delivered? Then PostNL will deliver it to your neighbours or a PostNL point. The track & trace code will show you where you can pick up the parcel. You will also receive an e-mail from PostNL telling you where the parcel has been delivered. Do you have the PostNL app? Then you will also be able to see where your parcel is.
Your parcel will be kept for you at the PostNL point for 1 week. After that, they will send it back to us.
Please note: from 1 July 2022, PostNL will provide all information about the location of your parcel as much as possible by e-mail or in the PostNL app.
You can find more information on the PostNL website.
Your stated delivery time has passed, what now?
Your order may be delayed or, for example, the delivery driver's schedule may have slipped. In case of a delay, you should first contact PostNL via the PostNL app or website. If you do not yet use the app, you will need to download it first. Many shops ship with PostNL, which makes it easy to keep track of your orders.
Still need help? We will be happy to sort this out for you. Please contact our customer service via the "Submit a request" button.
Didn't receive a track & trace code or a message that your order has been shipped?
It may be that you have ordered products that are not in stock or perhaps you have ordered higher quantities than the stock available. This was then mentioned in the shopping cart. Has the delivery time expired? If so, please contact our customer service via the "Submit a request" button.
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.