My parcel was marked as delivered, but I haven’t received it
Parcel marked as delivered but not received: what should I do?
We're truly sorry for the inconvenience! Don’t worry — we’ll sort this out together.
First things to check
Ask around: First, check with your building manager, neighbors, or anyone who might have accepted the parcel on your behalf. It happens more often than you’d think!
Contact the carrier: If no one around you received it, please get in touch with La Poste (or the relevant carrier) to request an investigation into the delivery.
Next steps
If the carrier’s investigation confirms that the parcel is marked as delivered but you did not receive it, we will also open an internal investigation to offer a solution — either a refund or a replacement of your order.
To proceed, please send us the following documents by email:
• A copy of your ID
• A handwritten sworn statement, dated and signed, confirming that you did not receive the parcel
We’re here to help and will do our best to resolve the situation as quickly as possible.
We're truly sorry for the inconvenience! Don’t worry — we’ll sort this out together.
First things to check
Ask around: First, check with your building manager, neighbors, or anyone who might have accepted the parcel on your behalf. It happens more often than you’d think!
Contact the carrier: If no one around you received it, please get in touch with La Poste (or the relevant carrier) to request an investigation into the delivery.
Next steps
If the carrier’s investigation confirms that the parcel is marked as delivered but you did not receive it, we will also open an internal investigation to offer a solution — either a refund or a replacement of your order.
To proceed, please send us the following documents by email:
• A copy of your ID
• A handwritten sworn statement, dated and signed, confirming that you did not receive the parcel
We’re here to help and will do our best to resolve the situation as quickly as possible.
Updated on: 26/03/2025
Thank you!