What do we do if the parcels were delivered to the wrong address?

If a customer claims that a parcel was delivered to a wrong location, first ask if they have already reached out to their neighbors and if they have perhaps accepted the parcels for them.

When the customer declines this, we open a shipping investigation with the corresponding shipping partner. Depending on the result of the investigation, we will proceed from this (if the claim was accepted, we can issue a refund or send out a replacement).