📦 Your package was marked as "delivered" but hasn't arrived?

Dear customer,

It's very important to me that your order arrives safely. If your tracking information shows your package as "delivered" but you haven't received it, please follow these steps so I can help you quickly:

1) Check delivery address and surroundings:

Please first check the delivery address in your order confirmation. Also, ask your neighbors, roommates, or building management if they may have accepted the package.

2) View the delivery confirmation from DHL:

Click on the tracking link and check the delivery confirmation there (e.g. signature, drop-off location).

If nothing is clear or if there are any uncertainties, please let me know. As the sender, I will then take care of the investigation with DHL.

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

If you like, you can also contact DHL to see if they have any further information about the delivery. I, as the sender, will handle the formal investigation for you.

4) Notify me:

Send me an email to info@victoriahilbrecht.com
Please include the following information:

- Your order number

- A brief description of the situation

- Confirmation from DHL (if already available)

- A signed recipient declaration stating that you did not receive the shipment. Please use the original, downloadable recipient declaration form from this page.

🕐 Important note regarding the deadline:
Please note that I can only process such cases within 7 days of the delivery date. Therefore, please contact me no later than 7 days after the alleged delivery date so that I can initiate an investigation with DHL in time. Unfortunately, reports received after this period cannot be considered.

Thank you so much for your understanding and your help!

Victoria Hilbrecht
Founder of VHaquarell