Delivery Issues

be6d9be3-6a6f-4622-b28a-2195b86391d1 Live v2

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Instructions

## Missed Deliveries

When you are not home, the courier may:
- Attempt delivery again
- Leave the parcel at a collection point
- Leave a delivery note at your address
- Contact you to arrange a new delivery time
- Leave the parcel in a safe place (varies by country)
- Upload a photo to tracking

All details appear in your tracking information.

## Collection Points

- **What to bring:** Valid ID and your tracking details
- **Pickup deadline:** Pick up before the deadline or the parcel will return to our warehouse (refund processed)
- **After delivery:** Once at a collection point, you typically cannot request home redelivery

## Returned to Sender

If your parcel is returned to our warehouse, common reasons include:
- Customs issues or documentation problems
- Address problems (incomplete, undeliverable)
- Parcel not collected from pickup point within the deadline
- Delivery was refused
- Too many failed delivery attempts

**Cannot intercept or resend:** Once a parcel is on its way back, we cannot stop it or resend it immediately. A refund is processed when the parcel arrives at our warehouse. You must place a new order.

## Changing Your Address Before Shipping

- **Via website:** You may be able to edit your address in "My Orders"
- **What cannot change:** City, postal code, or country (usually)
- **Safest option:** Cancel and reorder if you need a significant address change

## Changing Your Address After Shipping

**Using courier tools via your tracking link:**
- Correct small address details (street number, apartment)
- Redirect to a pickup collection point
- Reschedule delivery
- Add special delivery instructions

**Usually NOT possible:**
- Change city, postal code, or country
- Change to a different courier
- Upgrade shipping speed

**Impact:** Address changes may delay delivery by 1–2 days.

## Courier-Specific Address Change Tools

- **DHL Parcel:** Redirect to collection point, deliver to neighbour
- **UPS My Choice:** Redirect to Access Point, reschedule delivery
- **FedEx:** Hold at pickup location, reschedule
- **DHL Express On-Demand Delivery:** Change delivery date, redirect, deliver to neighbour
- **Purolator (Canada):** Virtual assistant or call 1-888-744-7123
- **Colissimo/DPD/Chronopost (France):** Limited options, pickup redirect available
- **Swiss Post:** Pickup redirect, time window changes
- **PostNord (Sweden):** MyPack Collect can change pickup point; MyPack Home can change delivery day

## Billing vs Shipping Address

- If your order was sent to your billing address, the "billing same as shipping" option was likely checked at checkout
- You can use different addresses for billing and shipping

## Customs & Import Issues

- **EU orders:** Move freely across EU with no customs delays
- **Outside EU:** May have customs review (normal for international)
- **Japan:** Strict import rules; some items are only for Japanese citizens
- **New Zealand:** Orders over NZD $1,000 require a customs number (free from NZ Customs)
- **Import declarations:** Answer "Personal Use" when asked

**Verify customs emails:** Check the domain (@dhl.com, @ups.com, etc.) to confirm authenticity.

## Stickers

- **Included:** Free stickers are included in most orders
- **Design choice:** You cannot choose specific designs
- **Temporary stock issues:** Popular designs may occasionally run out
- **Sticker-only shipments:** We cannot send stickers alone; they come with orders

## Special Situations

- **Parcels over dimensions/weight limits:** Some couriers have restrictions; we will notify you if your order cannot be shipped via standard methods
- **Remote locations:** May incur surcharges or longer delivery times
- **Dangerous goods:** Snow sports gear is safe; any restrictions will be flagged at checkout

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Last updated Apr 14, 2026, 11:37 AM · Published by sync-from-prod

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