Please review the delivery status(es) on the tracking page.
The carrier may report that they could not deliver the order although the address is correct. Reasons for this include the intercom or doorbell not displaying a name or displaying an incorrect name, the intercom or doorbell do not work or are malfunctioning, or there was another delivery obstacle.
In these cases, we will release the shipment from storage and arrange a new delivery attempt at no extra charge. Your customer's phone number will be noted for potential communication between the customer and the carrier, so please make sure a phone number is added to 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.