Parcel marked delivered but not received

If your parcel tracking indicates that your order has been delivered, but you haven’t received it, here’s what to do:

Check Tracking Details
- Review the tracking information for any notes or updates from the carrier, and make sure the delivery address is correct. Sometimes, carriers provide details about where the package was left;
- Inspect the area around your house, including doorsteps, side entrances, as packages can occasionally be placed out of sight.
- Consider checking with your neighbors or the reception desk, especially if you live in an apartment complex or the delivery address is a company building.

Non-Received Goods Statement
If you’re unable to locate the package, we will initiate a claim with the carrier. For this, we require you to complete and sign a Non-Received Goods (NRG) form.

The statement must include the following details:

• Tracking number(s) of the missing parcel(s);
• Name and address matching the delivery address on the shipment;
• Email address and phone number;
• Order number and order date (the day in which the order was placed);
• A handwritten signature (even if the form is filled out digitally, a physical signature is required);

Next Steps After Submitting the Form
Once we receive your signed form, we will initiate a claim with the carrier and reach out to you with a resolution as soon as possible.
If you’re unsure about any part of this process or need help identifying the correct form, our customer support team is here to assist. Don’t hesitate to reach out for guidance.

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Contact Form (response: 1 business day)

Want to know more about deliveries at vidaXL? Read some of our related articles:

• How can I track my order?
• Why don't I receive my entire order in one delivery?
• I am missing parts of my product