Please review the delivery status(es) on the tracking page.
If your customer refuses the order, the carrier will mark it as rejected and put it in storage to be returned to Hive. We will process it as a return once it's back at our fulfillment center.
However, if your customer did not actually refuse the parcel (despite delivery updates suggesting otherwise), please let us know as soon as possible. We release orders from storage daily and want to ensure they go to their intended destinations.
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.
For such shipping methods, the carrier will instantly return the order to the sender according to the rejection. Should your customer change their mind and still intend to receive the order, we suggest that you create a new one.
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.