"Delivered" doesn't always mean the recipient received the parcel in person. The courier may have left it with someone else at the address or at a nearby location.
What should I check first?
- Ask neighbours, the building concierge, colleagues or anyone else at the address.
- Look for a notice on the door or in the mailbox, or a text or email from the courier.
- Check the tracking for a service point or the name of the person who signed.
- Make sure the address in the booking is correct.
When a parcel counts as delivered
A delivery counts as completed when the parcel is handed to anyone at the address (a neighbour, for example), when it is left at a courier service point or depot, or when the courier leaves a delivery notice.
I can't find it. What do I do?
- Let City Sender know straight away, ideally within 24–48 hours, through the contact form, with your booking number.
- City Sender opens an investigation with the courier to locate the parcel.
- To help with the investigation, send us what the parcel contains, photos of the packaging if you have any, and any features that make the parcel easy to identify.
What if it isn't found?
If the investigation doesn't locate the parcel, the case moves on to a compensation claim. The courier or the insurance company decides on compensation, and the assessment can take up to two months. See how to make a compensation claim.
Don't wait
The documents for a compensation claim must be sent within 20 days of the delivery date shown in the tracking. If you send them late, the claim may not be accepted.
Related questions
Damages & Compensation
How do I file a claim for a damaged or lost parcel?
Let City Sender know through the contact form, with your tracking number and a short description. Damage must be reported within 20 calendar days of delivery. If the parcel hasn't arrived 5 days after the expected date, tell us straight away. We'll ask you for anything else we need.
Tracking & Delivery
Can I send a parcel to a PO box?
No. Couriers don't deliver to or collect parcels from PO boxes. When booking, enter a full street address with a building number, such as your home, your workplace or someone who can receive the parcel for you.
Tracking & Delivery
What happens if I am not home when the courier arrives?
If the courier finds no one home at delivery, it may try again or leave the parcel at a service point. Let City Sender know straight away so it can request a new attempt, which may be charged. If the parcel isn't collected in time, it goes back to the sender.