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What are the delivery procedures of the carriers you are using?

When your Fairphone product leaves our distribution center in the Netherlands it will be under the nurturing care of one of our shipping partners: DHL Europlus, DHL ExpressPostNL, or DPD

Once your order leaves our distribution center, you will receive an email containing tracking information so you will be able to see exactly where your order is.

Since delivery attempts will be during office hours, some good choices for a delivery address will be the place where you work, or perhaps that of people in your social circle (like friends or family) who will be home during the day.

Please beware that it is not possible to use a Packstation as delivery address.

But what happens when nobody is at the delivery address to open the door for the courier? Here is an oversight of the procedures used by our different carriers. You can see which shipping carrier you have selected by logging in to your account.

Please note that we know from experience that best practices and policy used  can differ depending on where you are situated in Europe. If you have any further questions after checking out the delivery procedures of the carrier of your choice, our trusty support team will be able to help you out. 

  

DHL Europlus Benelux

Does the courier always leave a card after a failed delivery attempt?

Yes.

Does the courier always come the next day for the second delivery attempt?

Yes, unless you get in touch with DHL and arrange a new delivery date.

Are the next delivery attempts on the next consecutive days after the first delivery attempt?

Yes.

How many times does the courier attempt to deliver your package?

In the Netherlands: 4 times. In Belgium only 1 time, but if you are not home your package will go to a DHL parcelshop near you. You will receive a contact card and a reminder via email or text message.

Can you call the courier to agree on a new delivery date?

Yes, after receiving the contact card after the first failed delivery attempt, you can contact DHL to arrange a new delivery.

If delivery attempts have failed, will I be able to pick my package up at a DHL location? 

Yes, although the time until which you can do so differs per country and region. Usually it is 5 days. You can find out where you can pick up your package via the contact card or through getting in touch with DHL.  

What happens if all delivery or pick-up attempts fail?

If all delivery attempts fail, your package will be returned to the distribution center in the Netherlands. You can get in touch with our customer support (Fairphone) to arrange a new shipment.

 

DHL Express

Does the courier always leave a card after a failed delivery attempt?

Yes.

Is the next delivery attempt on the next consecutive days after the first delivery attempt?

DHL will await your response based on the information on the contact card.

How many times does the courier attempt to deliver your package?

If the first attempt fails, you have the possibility to reschedule for a second delivery. If the second delivery fails too, you can make a request for a third delivery attempt or collection of your package at a DHL parcel shop.

Can you contact the courier to agree on a new delivery date?

Yes, based on the information on the contact card a new delivery can be planned.

If delivery attempts have failed, will I be able to pick my package up at a DHL location? 

Yes, although the time until which you can do so differs per country and region. Usually it is 5 days. You can find out where you can pick up your package via the contact card or through getting in touch with DHL. 

What happens if all delivery or pick-up attempts fail?

If all delivery attempts fail, your package will be returned to the distribution center in the Netherlands. You can get in touch with our customer support (Fairphone) to arrange a new shipment.

 

DPD

Does the courier always leave a card after a failed delivery attempt?

Yes.

Is the next delivery attempt on the next consecutive days after the first delivery attempt?

This is dependent on the country and region where you live. But in general your package will go to a post office near you directly after a first failed delivery attempt.

Are the second and third delivery attempt on the next consecutive days after the first attempt?

Yes. 

How many times in total does the courier attempt to deliver your package?

After the first failed delivery attempt the package will go to a post office near you.

Can you contact the courier to agree on a new delivery date?

Yes.

What happens if all delivery or pick-up attempts fail?

If all delivery attempts fail, your package will be returned to the distribution center in the Netherlands. You can get in touch with our customer support (Fairphone) to arrange a new shipment. 

 

PostNL

Does the courier always leave a card after a failed delivery attempt?

Yes.

Does the courier always come the day after the first attempt for the second delivery attempt?

Yes.

How many times in total does the courier attempt to deliver your package?

Two times. If you are not able to receive the package, your package will go to a post office near you. There the package will be stored for 14 days. If you do not pick it up in that time, the package will be returned to our distribution center.

Can you contact the courier to agree on a new delivery date?

Yes, this can be done online via a contact card

What happens if all delivery attempts fail?

If all delivery attempts fail, your package will be returned to the distribution center in the Netherlands. You can get in touch with our customer support (Fairphone) to arrange a new shipment.

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