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Hello! How can we help you?
What happens if I'm not home when my order is delivered?
The carrier will usually try again, leave the parcel with a neighbour, or take it to a nearby pickup point or post office, depending on the carrier and your country. Before delivery, you can often use the link in the carrier's tracking email to choose another day, a pickup point or a safe place, if the carrier offers it.
Before the delivery
- Watch for the tracking email. When your order leaves our warehouse, the carrier sends a tracking email or text. If you can't find it, check your spam folder.
- Change the delivery. From the tracking link you can often reschedule, redirect to a pickup point or, where the carrier allows it, give permission to leave the parcel without a signature. What's possible depends on the carrier and your country, and we can't change these settings for you.
- Let someone else receive it. A neighbour or relative can usually sign for you. See Can someone other than me receive the DHL delivery?
If you missed the delivery
Look for a notice card in your letterbox, or a message from the carrier. It tells you where the parcel is and how to arrange a new delivery or collect it. When you collect a parcel, bring the notice and a valid ID.
Pickup points only keep parcels for a limited time before they are sent back to us. If you can't get to the pickup point, contact the carrier as soon as possible and ask them to deliver it again or send it to another address.
Small orders sent by post
In some countries, small orders such as spare parts and accessories are sent by post rather than by courier. If the parcel doesn't fit in your letterbox, the postal service may leave a notice asking you to collect it at a post office. Contact your local post office or postal service to ask about redelivery.
Still need help?
If the parcel is on its way back to us or you can't solve it with the carrier, write to us in the chat with your order number and we'll help you.
We only handle orders placed with Trionic. If the parcel is from another shop, please contact that shop or the carrier directly, as we can't see or change other companies' deliveries.
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