What if I am absent during the delivery?

If you are absent during a delivery, you will receive a delivery failure notification with information to reschedule a delivery for free (if possible) or to collect your package if it was left with a neighbour/concierge/building manager.

 

If you are absent again during the second delivery, the package will be returned to us. Return costs will be deducted from the amount to be reimbursed. You will then have to place a new order to receive the products. 

 

You will receive an email/SMS message when your order is shipped with a track & trace link of the delivery. 

If there is no response from your side, delivery will be made and in case of absence, a new delivery attempt will be arranged for the next working day. For the second delivery attempt, you can select another day and time by using PostNL's "Change Delivery" option. This allows you to choose the day and time of the 2nd delivery attempt until 22.00 in the evening. You do this with the not-home code. This  code, starting with KB, is on the paper the carrier will leave in your mailbox after the 1st delivery attempt.

 

If you are not at home, DHL will leave a notice in your letter box (not-at-home card). They will try to deliver the parcel at a pick-up point or at one of your neighbours. With this letter you can collect your box at the pick-up point or choose another delivery option via the intervention portal mentioned on the card. If DHL have your email address, they will also send a notification by email.