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# 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**

1. **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!
    
2. **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.