Articles on: Ordering

When Can I Request An Investigation for My Parcel Shipped by DHL Paket?

In some cases, the status of your parcel may not change for several days. Usually, the parcel has been taken out of the fully automated process at the parcel centre. This can happen for a number of reasons. Here are some reasons that the delivery of your parcel might be delayed:

● The address on the shipment is faulty or incomplete (e.g. a transposed postal code or a missing house number).
● The shipping label has fallen off the shipment.
● The packaging around the shipment has opened during transport or has been slightly damaged externally and needs to be repackaged.

If the status of a national shipment has not changed for more than 6 working days, you can request an investigation.

For shipments abroad, you can request an investigation if the status has not changed for more than 14 working days.

Usually, STEPPERONLINE will proactively follow your package trends. When an exception occurs, we will communicate with the logistics provider as soon as possible. During this period, if you have any questions, please feel free to contact us and we will actively and properly resolve them for you.

Updated on: 31/01/2024

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