Parcel delivery issueUpdated 9 months ago

If you have concerns about a lost or stolen package, the shipping courier you selected at checkout is the best point of contact for assistance.

Before reaching out to them, please check:

• With other members of your household and neighbors
• Around different locations at the front of your property
• For any delivery notifications like cards, SMS, or emails indicating your package is at a local post office

If you’ve opted for Protect My Order and still can’t locate your package, you can file a claim here. If you need further help, don’t hesitate to reach out to our support team here.

If you’re unable to find your parcel, our Customer Care Team will contact our delivery partner on your behalf. Please note, our delivery partners will require email correspondence as evidence for their investigation. If you choose not to provide this or do not cooperate, we might not be able to resolve the issue.

Please be aware that finding a resolution might take some time, and we appreciate your patience. Our Customer Care Team will guide you through the process.

Other Scenarios:

If your parcel is delivered to a building with multiple apartments/units/businesses and someone else (like a concierge or receptionist) signs for it, it’s considered successfully delivered. In this case, ECHT cannot take responsibility for parcels not received. To avoid such issues, we recommend using parcel collection points, parcel lockers, or making alternative arrangements.

Thank you for your understanding!