📦 Your package was marked as “delivered” but didn’t arrive?
Dear customer,
It's very important to us that your order arrives safely. If your package is shown as "delivered" according to your tracking information, but you have n't received it , please follow these steps so we can assist you quickly:
1) Check delivery address and surrounding area:
Please first check the delivery address provided in your order confirmation. Also ask neighbors, roommates, or property management if they may have accepted the package.
2) View proof of delivery from DHL:
Click on the tracking link and check the proof of delivery (e.g. signature, drop-off location).
If nothing is clear or there are any ambiguities, please let us know . As the sender, we will then take care of the investigation with DHL.
3) Optional query to DHL (voluntary):
If you'd like, you can also contact DHL to see if they have any further information about the delivery. As the sender, we will handle the formal investigation for you.
4) Notification to us:
Send us an email to info@victoriahilbrecht.com
Please include the following information:
- Your order number
- A brief description of the situation
- The confirmation from DHL (if already available)
- A signed declaration from the recipient stating that you have not received the shipment. Please use the original, downloadable declaration from this page.
🕐 Important note on the deadline:
Please note that we can only process such cases within 7 days of the delivery date . Therefore, please contact us no later than 7 days after the alleged delivery date so that we can initiate an investigation with DHL in a timely manner. Unfortunately, we cannot consider any later reports.
