What do I do if the recipient hasn’t received my parcel?

If the receiver hasn't received the parcel, please check the following:

1. Check the tracking information
   Review the tracking details for your parcel on the Orange Connex tracking page.
2. Verify the delivery date
   Look at the estimated delivery date displayed on the tracking page. If this time hasn't passed, it's normal for the parcel not to have arrived yet.
3. Confirm the receiver's address
   Ensure that the receiver's address is complete and accurate, as missing information can cause delivery delays. Note: PO Box and Parcel Locker addresses are not supported.
4. Check for receiver notifications
   Verify if the receiver has received any notifications from the courier, such as delivery attempts or notes left at the address.

Contact our Customer Service Team if:

• The delivery date has been exceeded.
• The tracking hasn't been updated for more than 48 hours.
• The order is marked as delivered, but the receiver did not receive it.