Shipment marked as "delivered" but not received?

Dear Customer,

If a shipment is shown as "delivered" in the DHL tracking system, even though no package has arrived, the following procedure must be followed.

This allows the facts to be properly examined and an investigation to be initiated.

1) Check delivery address and surroundings
Please check the delivery address provided in the order confirmation.
Also, check whether the package was possibly accepted by neighbors, roommates, or the property management.

2) Check the delivery confirmation in the DHL tracking system.

Access the DHL tracking information and check the proof of delivery (e.g., signature or drop-off location).

If the information provided is unclear or if there are any uncertainties, please contact customer service.

3) Optional follow-up inquiry with DHL (voluntary)

Additionally, you can contact DHL directly to inquire whether further information regarding delivery is available.

The official investigation will be initiated exclusively by the sender at DHL.

4) Contact via email

Please send an email to:
info@victoriahilbrecht.com

Please include the following information in your email:

• Your order number
  
• A brief description of the facts
  
• Feedback or confirmation from DHL (if available)
  
• Signed recipient declaration that the shipment was not received
  

Please use only the official DHL recipient declaration form and submit it fully completed.

Important notice regarding the deadline

Processing is only possible within 7 calendar days of the specified delivery date .

No further investigation can be initiated after this deadline has expired.

Thank you.
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