8
If a package does not arrive, there are tips that can help you find it, regardless of whether you are the sender or the recipient.
Parcel not arrived: What you can do as the recipient
Depending on the parcel service provider, different conditions apply to each parcel. A parcel sent with DHL is usually uninsured, while a parcel sent with Hermes is always insured. If you send your parcel insured, you are on the safe side.
- If your parcel has not been delivered after a few working days, this does not mean that your goods have been lost in the post.
- It may be that your parcel is being processed manually. This happens, for example, if something has been written illegibly or the packaging is damaged. The processing time takes longer with the manual procedure.
- If your parcel is insured, you can use the tracking number to track where your parcel is.
- Contact the seller or sender and discuss the next steps with them.
- If the delivery of your parcel is still delayed, you can submit an investigation request. It is better if the sender does this for processing.
- Please note, however, that the location cannot be determined when submitting an investigation request. This is only possible for insured parcels. The chances of locating an uninsured parcel are therefore not high.
- If your insured parcel has disappeared in the mail, the parcel service provider is liable. If your parcel was sent uninsured and still has not arrived, either the sender or you as the recipient are liable, depending on the situation.
- If it is a commercial purchase, such as on the online platform Amazon, you as the recipient are not liable for transport. The risk lies with the seller. You have the right to demand your money back.
- If you have purchased something from a private individual, e.g. on eBay classifieds, you are liable for the parcel. However, this only applies if the private seller can prove that they have sent the parcel.
- It is also possible that your missing parcel could not be delivered due to a postal strike. This will delay the delivery of your shipment.
What can you do as the sender?
If the recipient of the goods contacts you because the parcel has not arrived, you can take the following steps as the sender:
- If the package was sent insured, you can use the tracking number to check where the package is currently located. You can also give the tracking ID to your buyer.
- Keep in mind that the package may not be lost. It may have been sorted out and is now being processed manually.
- If the recipient contacts you again, you can request an investigation. You can do this online or at your local post office.
- If an insured parcel has been lost, the parcel service will compensate you.
- If you are a commercial seller, you are liable for the loss.
- As a private buyer, you are not liable. The recipient must bear the loss themselves. However, you must be able to prove that you sent the parcel. Keep the relevant receipts for this purpose.
