If the shipping status of your order does not change, this does not necessarily mean there is a problem with the shipment.
For standard parcel shipments, please feel free to contact us if the status has not been updated for about 2 days. During peak seasons, around public holidays or before Christmas, updates may take a little longer.
International Shipments
For international deliveries, the tracking status may not change for 2–3 days during transport between two countries.
This is not necessarily an indication that the shipment has been lost.
Special case for bulky goods
DHL bulky goods shipments are sometimes handled differently than normal parcels. As a result, the shipping status may not change for up to 2 days.
The total transport time within Germany for bulky goods can be up to about 5 working days.
When is an investigation initiated?
If the shipping status has not changed for an extended period, we will first check the case with the shipping provider.
An official investigation can usually be initiated after 5 working days without a new scan.
The decision is made after reviewing the respective shipping history by our Customer Service.
What information do we need?
Please send us:
- Order number
- Invoice number, if available
- Name of the recipient
- Tracking number, if available
- Date of the last tracking update
A screenshot of the tracking is not required.
Please feel free to use our contact form for this purpose.
What happens next?
If an official investigation is necessary, we will handle communication with the shipping provider.
Based on experience, an investigation usually takes approximately:
- 3 weeks for domestic shipments
- 3–4 weeks for international shipments
During the ongoing investigation, we generally need to wait for the shipping provider’s results first.
As soon as we have new information, we will inform you of the further status.