What if my order is missing, or marked delivered but not received?Updated 2 months ago

Sometimes bad things happen to good packages. If your order is showing as delivered but you haven’t received it, don’t worry there are a few quick things to check first.

Start by confirming the delivery address on your order confirmation and checking with neighbors, building management, or anyone who may have accepted the parcel on your behalf. Couriers sometimes leave packages in safe or hidden spots around the property, so it’s worth having a quick look near entryways, gates, or letterboxes.

If you’ve tried these steps and still can’t locate your order, please contact DHL directly using your tracking link to lodge a missing parcel enquiry. If it’s been more than three days since the parcel was marked as delivered, connect with our Sécra Care Team at [email protected] and our team will assist in resolving the claim with the courier.