Guest

10. October 2022 | Advisor

Parcel not delivered – what do I do?

Consignees are sometimes not at home when our drivers arrive, making it impossible to deliver parcels which require a signature. Frequently, the DPD service our customers or shippers have selected also plays a role. This article explains what you can do and what happens to parcels that cannot be delivered. 

 

What should I do if a parcel does not arrive?

We will notify the consignee if a parcel cannot be delivered. Depending on the service, DPD offers up to three delivery attempts: NAB1, NAB2 and NAB3 (which stand for ‘not delivered, notified’). If you are not at home when we arrive and the parcel cannot be delivered, the parcel will be returned to the shipper, depending on the service. To prevent things from reaching this stage, you can customise the delivery process.

You have the following options:

  1. Provide signature release authorisation: As soon as we receive signature release authorisation from you, we will deliver the parcel to a safe place designated by you on our next attempt. It’s easy to provide signature release authorisation for your parcel via myDPD.

  2. Change delivery address: You can set a new delivery address. For example, you can redirect your parcel to your place of work or a neighbour. It’s easy to make this change with myDPD too.

  3. Change delivery day: You can select a delivery day when you will definitely be home, so you can receive the parcel when it best suits you.

  4. Reroute to your chosen DPD Pickup parcelshop: You can have your parcel delivered to one of more than 400 DPD Pickup parcelshops, where you can collect it at your convenience after work or at the weekend. The parcel will be held for seven calendar days.

Click here for more information about our redirection options.

Parcel not delivered, why?

Your parcel might not have been delivered for a number of reasons. The consignee might not exist or might not have their name on the door buzzer, the delivery address might be incomplete or inaccurate or the shipper might have chosen a service that requires your signature.

With DPD, shippers can choose whether their goods have to be signed for or are to be delivered to a safe space without requiring a signature. If a parcel requires a signature upon delivery, DPD is not allowed to leave it in a safe place if the consignee is not at home and signature release authorisation has not been given.

 

The parcel status says delivered but I haven’t received a parcel – what now?

If you have not received your parcel or cannot find it, please contact your shipper. The shipper will contact our Claims department to determine who is at fault. Afterwards, you will be notified by the sender directly. During this investigation, most shippers will send a replacement so that customers do not have to wait too long. 

 

Where is my parcel?

Want to know where your parcel is? Click here to track it.

 

Where do I file a complaint if my parcel does not arrive?

If your parcel is in the DPD network, we can help you out: You can contact our customer service team on +41 (0)848 373 373 (08:00 to 17:30 from Mon to Fri, max. CHF 0.08 per minute, providers may vary). Outside of our business hours, you can contact us using the contact form or on social media. We are happy to help.

 

 

 

 

Would you like helpful information on a specific topic? Contact us at [email protected].