Parcel shows as 'delivered', but you haven't received anything

❗ Step 1: First check the following

Before you submit a report, we ask you to check the following:

• Has the parcel perhaps been delivered to a neighbour?
• Has someone in your household accepted the parcel?
• Is there a collection notice in your letterbox?
• Check the tracking status with the carrier. Sometimes there is a delay in the status update.
• Contact the carrier if the status has shown as ‘delivered’ for more than 2 working days.

Only once you have checked all of this should you move on to step 2.

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📄 Step 2: Download and sign the declaration form

Download the form below, print it out, fill it in completely and sign it by hand (with a pen). A digital signature is not accepted.

⬇ Download declaration form (PDF)

Conditions for compensation:

• The report must be submitted within 10 days of the expected delivery date.
• The form must be filled in completely and signed by hand.
• You send a bank statement with it on which your name and IBAN are visible (you may cover up the other details).
• If the parcel is damaged, you also include clear photos of the damage.
• Compensation is up to a maximum of the full order value as stated on the invoice.
• If a report is approved, the order will be sent again.

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📩 Step 3: Send an official report by email

Send an email to webshop@vespuccinederland.nl containing the following:

Subject: Missing parcel report: [your order number]

• The completed declaration form, signed with a pen (scan or clear photo)
• Bank statement with name and IBAN visible
• Photos of the damage (only if the parcel is damaged)
• Your order number and the Track & Trace number

Incomplete reports cannot be processed. Make sure everything is included before you send the email.

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🔍 Step 4: What happens after your report?

• Day 1‑3: We confirm receipt of your report and start an investigation with the carrier.
• Week 1‑2: The investigation is under way. We will contact you if we need any further information.
• Conclusion: After the investigation, we will let you know the outcome. If your report is approved, a replacement will be delivered.

If we ask you for further information, you must respond within 5 working days. If you do not respond in time, the right to compensation lapses.

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⚠️ Important: unjustified reports

Submitting a false report is a criminal offence. A false statement can be classed as embezzlement (art. 321 Sr) or fraud (art. 326 Sr), punishable by a prison sentence of up to 3 to 4 years or a fine of up to €25,750.

If we have a well-founded suspicion of fraud, we always start a formal investigation. If this investigation confirms a suspicion of fraud, we report it to the police without exception and share data with the Centrum Bestrijding Verzekeringscriminaliteit (CBV). Customers who have previously submitted a false or doubtful report may be excluded from further compensation and their account may be closed immediately.

Do you receive the parcel after all once you have submitted a report? Then let us know straight away at webshop@vespuccinederland.nl. Failing to report this is also a criminal offence.

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Do you have questions about your report? Email us at webshop@vespuccinederland.nl. Unfortunately we cannot speed up the investigation process, but we are happy to give you clarity on the status of your report.