Please review the delivery status(es) on the tracking page.
If the carrier informs us that your customer was absent or otherwise unavailable to receive the order, it will be placed in the carrier's storage location. We will then release the shipment from storage and schedule a new delivery attempt without any additional cost. To facilitate communication between your customer and the carrier, please ensure that a phone number is provided with each order.
Below, you will find a complete list of carriers with whom we have the option of releasing the shipments from storage and requesting a new delivery attempt:
Orders shipped from our fulfillment center in Italy 🇮🇹:
- GLS (domestic and international deliveries)
- BRT
Orders shipped from our fulfillment centers in Germany 🇩🇪:
- DPD (domestic and international deliveries)
- GLS (domestic and international deliveries)
Orders shipped from our fulfillment centers in Spain 🇪🇸:
- GLS (domestic and international deliveries)
- CTT
For all other shipping methods (Colissimo, DHL, Chronopost, Amazon, DPD UK, etc.), we cannot arrange a new delivery attempt. The carrier will still attempt the delivery, and once the maximum number of attempts is reached, it will return the order to Hive. If your customer still wants to receive the order, please create a new one with the correct address and delivery instructions.
Please contact Customer Support to change or confirm delivery instructions or addresses only.
When creating the ticket, please select the correct category so Customer Support sees it: "Reschedule delivery".
Stored parcels are released daily with your customer's phone number added as a note for potential carrier-customer communication. If the order is pending for more than 24-48 hours, it is because it is not yet available for release, or your customer opted to pick the order up at the parcel shop.