Delivery Issues — Version History

## 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

## 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