Customer care
Paketansprüche
Lost, damaged or incomplete parcel
Every order leaves our stores weighed, checked against the packing list and sealed with Paul Zeist tape. If something went wrong with your delivery, use the report below that fits your situation. Report within 48 hours and keep the box and all packaging. We handle parcel claims only through these forms, not by phone, WhatsApp or in our stores; all further contact takes place by email.
Parcel not received
The tracking shows "delivered", but you have not received your parcel. First check with your neighbours, other members of your household and the pickup point, and look for a delivery notice or delivery photo in the tracking. Then report it within 48 hours after the delivery scan. We ask for a copy of your identity document and a signed declaration of non-receipt, and investigate with the carrier.
Parcel damaged, opened or incomplete
Never accept a damaged or opened parcel. If the box is visibly damaged, feels empty or unusually light, or the tape or seal is broken or has been opened, do not accept the parcel and do not sign for it. Refuse it, so that the carrier returns it to us. By accepting or signing for a parcel, you confirm that you received it in good condition, and the responsibility for the parcel and its contents passes to you. We can then no longer claim missing contents or transport damage with the carrier and do not compensate them.
A report is possible only if the parcel was left without your signature (at the door, with a neighbour or at a pickup point), or if the damage or shortage was not visible from the outside because the box and seal were intact. Report within 48 hours of delivery with photos of all sides of the box, the tape and seal, the shipping label and the contents as you found them, and keep everything until the investigation is closed.
If the box is visibly damaged, feels empty or unusually light, or the tape or seal is broken or has been opened, do not accept the parcel and do not sign for it. Refuse it, so that the carrier returns it to us, and report it through our parcel claim form. By accepting or signing for a parcel, you confirm that you received it in good condition, and the responsibility for the parcel and its contents passes to you. We then cannot claim missing contents or transport damage with the carrier and cannot compensate you. This also applies to claims for an empty parcel or for some missing items: if the security seal was broken and you accepted the parcel, we do not handle the claim.
First check with your neighbours, other members of your household and the pickup point, and look for a delivery notice or delivery photo in the tracking. If you still cannot find your parcel, submit a claim through the form within 48 hours after the tracking status changed to "delivered".
If the security seal was broken and you accepted the parcel anyway, we cannot handle your claim, because a parcel like that should never be accepted. If the seal was intact, do not throw anything away. Take photos of all sides of the box, a close-up of the tape and seal, the shipping label and the contents exactly as you found them. Submit a claim through the form within 48 hours of delivery and keep the box, the packaging and the label until the investigation is closed. The carrier or we may ask to inspect them.
For every claim: the completed online form with your signed declaration, your order number and a copy of a valid identity document (passport, ID card or driving licence).
If items are missing from a parcel with an intact security seal, also add photos of all sides of the box, a close-up of the tape, the shipping label and the contents as you found them.
Without these documents we cannot start an investigation.
Only to confirm that the claim is made by the person who placed or received the order, to prevent fraud. We need your full name, date of birth, document number and expiry date. Please black out your photo and your citizen service number (BSN) before uploading, for example with the free KopieID app of the Dutch government. We store the copy securely and delete it as soon as the claim is closed.
We start as soon as we have received your complete request. The investigation takes up to 10 working days; in some cases the carrier needs longer. We keep you informed by email. If we ask you for additional information, please reply within 3 working days, otherwise we close the investigation.
We compare your report with our own packing records, including the packing list and the weight of the parcel at dispatch, and with the data from the carrier: scan and weight data at the sorting centres, the GPS location and photo of delivery, and the signature or ID registered at collection. A parcel that the carrier registered as delivered with a signature, a delivery photo or a collection at a pickup point is regarded as delivered, unless the investigation shows otherwise.
If the parcel was lost in transit, or items were removed before delivery, we send a replacement or refund the missing items within 14 days. If the investigation shows that the parcel was delivered complete, the risk had passed to you and we cannot offer a replacement or refund. We share the outcome and delivery data with you by email.
We still assess your report, but the carrier keeps its data for a limited time, so a late report makes it harder to establish what happened. Reports made more than two months after the delivery date are no longer handled.
For claims on orders above €500 that the carrier registered as delivered, we may ask you to file a police report and send us a copy before we complete the investigation.
We take false claims seriously. We report suspected fraud, such as a false report of non-receipt or of missing items, to the police and to the carrier, and we may refuse future orders. If you dispute the payment with your bank or payment provider during the investigation, we share all delivery and investigation data with them.
No. To handle your claim carefully and protect your personal data, parcel claims are handled only through the online form and by email. Our customer service cannot start or discuss an investigation by phone or WhatsApp.
