Package reads 'delivered,' but nothing received

❗ Step 1: First, check de items

Before submitting a report, please check the following:

• Could the package have been delivered to a neighbor?
• Did a housemate accept the package?
• Is there a pickup notice in de ?
• Check de with de . Sometimes there is a delay in de .
• Please contact de if de has been "delivered" for more than 2 business days.

Only after you've checked all of this should you proceed to step 2.

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📄 Step 2: Download en the declaration form

Download the form below, print it out, fill it out completely en it by de (with a pen). Digital signatures are not accepted.

⬇ Download the declaration form (PDF)

Reimbursement requirements:

• De must be submitted within 10 days of de delivery date.
• The form must be completed in full en signed by de .
• Please include a bank statement that shows your name en (you may black out any other information).
• If the package is damaged, please also include clear photos of de .
• De will not exceed de full order amount as stated on de .
• If the report is approved, de will be reshipped.

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📩 Step 3: Send an official notification via email

Send an email to nl with de information:

Subject: Missing Package Notification – [Your Order Number]

• The completed en pen-signed declaration form (scan or clear photo)
• Bank statement showing the name en
• Photos of de (only if the package is damaged)
• Your order number en tracking number

Incomplete reports cannot be processed. Please make sure all required information is included before sending de .

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🔍 Step 4: What happens after you report it?

• Days 1–3: We will acknowledge receipt of your report en an investigation with de .
• Weeks 1–2: The study is underway. We will contact you if we need any additional information.
• Conclusion: After the review, we will notify you of de . If approved, we will reship the item.

If we ask you for additional information, you must respond within 5 business days. Failure to respond in a timely manner will result in the loss of your right to compensation.

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⚠️ Important: False reports

Submitting a false report is a criminal offense. A false statement may constitute embezzlement (Art. 321 of the Dutch Criminal Code) or fraud (Art. 326 of the Dutch Criminal Code), punishable by imprisonment for up to 3 to 4 years or a fine of up to €25,750.

If there is reasonable suspicion of fraud, we always launch a formal investigation. If this investigation confirms the suspicion of fraud, we will, without exception, file a report with de en the information with the Center for Combating Insurance Crime (CBV). Customers who have previously submitted a false or questionable claim may be denied further compensation, en account may be closed immediately.

Did you receive the package after submitting a report? Please report this immediately via nl. Failure to report this is also a criminal offense.

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Do you have questions about your report? Please email us at nl. Unfortunately, we cannot expedite the investigation process, but we’d be happy to provide you with an update on de of your report.