My package hasn't arrived — what now?

Before we treat a package as lost, these steps are worth a try:

1. Check the tracking: what is the latest status? Is the package at a branch, Packstation, or "out for delivery"?
2. Ask neighbours: was the package handed to someone nearby?
3. Check pickup point / branch: is it waiting for collection? Sometimes the notification slip arrives late or not at all.
4. Wait 24 hours: a status of "out for delivery" late afternoon can still shift across the day.

If the package still can't be found

Once you've gone through all steps and the package is still missing, get in touch from your account → "Get help" → "There is a problem with the delivery". We'll then start an investigation with DHL and get back to you within one business day.

"Tracking says delivered, but no package"

This case is common — first go through points 2 and 3 above. If that doesn't help either, contact us. We decide on a replacement shipment or refund after DHL's investigation is complete.