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Delivery problems

Always know where your package is? Install the PostNL app!

If you install the PostNL app on your phone, you will have all shipping information at hand, you will automatically receive notifications for shipment updates and you can also easily set your delivery preferences.

You can download the PostNL app here: https://www.postnl.nl/app

What should I do if I have not yet received my package?

There are a few things you can do.

  1. View the Track & Trace code of your package
    You will find this in the shipping confirmation you received by email. Check via the link in the email whether the delivery time indication has shifted.
  2. Check the delivery address
    Is the delivery address you entered correct? Also check your zip code.
  3. Check your email or PostNL-app
    Have you received a 'not at home' message? The package may have been delivered to the neighbors or the delivery person may have scheduled a new delivery time. It is also possible that your package has been delivered to a collection point.
  4. Install the PostNL-app
    If you install the PostNL-app on your phone, you will have all shipping information at hand, you will automatically receive notifications for shipment updates and you can also easily set your delivery preferences. You can download the PostNL-app here: https://www.postnl.nl/app

I still don't know where my package is?

Please wait a little longer, because your package may be delayed. Have you not received it after 5 days? Please contact us as soon as possible, preferably by email at [email protected]. Please also clearly state your order number or invoice number, so that we can help you more quickly. Please do this within 14 days of the original delivery day. We are happy to look for a solution together.

My PostNL Track & Trace states that my package has been delivered, but I have not received anything. How is that possible?

How annoying that you haven't received your package yet. There are a few things you can do yourself.

  1. Just wait until the delivery person comes by. Sometimes the delivery person scans multiple packages at once and rings your doorbell later today.
  2. Check whether your Track & Trace states where your package was delivered. If you are not at home, the PostNL deliverer will deliver to your neighbors or to a PostNL point. Ask your neighbors if your package has been delivered there.
  3. Have you tried all of this and still not received a package? Please contact us as soon as possible, preferably by email at [email protected]. Please also clearly state your order number or invoice number, so that we can help you more quickly. Please do this within 14 days of the original delivery day.
  4. We will have an investigation initiated by PostNL. PostNL will then inquire with the relevant delivery person where and to whom he or she delivered the package. The outcome of this investigation may take some time.
  5. As soon as we have received the outcome of the investigation, we will inform you immediately.
  6. If you need the product(s) quickly, you can place a new order.
  7. Depending on the outcome of the investigation, we can, in consultation with you, for example, resend the order or credit the purchase amount.
My package was taken to a collection point even though I was at home when the package was presented

We sometimes receive these notifications from our customers, it is very difficult for us to judge whether someone was actually at home or not, or whether a doorbell was not working properly. And of course something could have gone wrong with the delivery person. You should take the following into account.

  1. You can collect the package at the collection location within 7 days, after which the package will be returned to us (see further: “I have not been able to collect my package from the collection location within 7 days/my package has been returned”).
  2. Unfortunately, we cannot ensure that the package is still delivered to your home.
  3. We cannot extend the collection time of 7 days.
  4. We cannot expedite returns to us from the collection location.
I have not been able to collect my package from the collection location within 7 days/my package has been returned

Your package has been returned to us because you have not collected it from the collection location within 7 days

In that case, please contact us as soon as possible, preferably by email at [email protected]. Please also clearly state your order number or invoice number, so that we can help you more quickly. Please do this within 14 days of the original delivery day. In consultation with you, the package will then be resent to you or we can credit the purchase amount. This is only possible once the package has been returned to us.