Kindly review the tracking page for your parcel; if there have been no further updates at any point after the carrier hub scan, contact Customer Support with the invoice to expedite the investigation process.
30 days from the shipping date is the maximum to investigate a lost/stuck parcel. If this deadline has passed, we cannot investigate so please create a new order.
Stuck parcels shipped with carriers such as DHL Warenpost GoGreen and Deutsche Post Großbrief, do not provide liability and cannot be investigated. Therefore, please do not contact Customer Support if your order was shipped with one of these carriers. Instead, simply create a new order for your customer.