Product of bestelling niet ontvangen? Hoe verder?

Have you not received your order within the stated delivery time? We understand that this can be frustrating. We are happy to help you find out where your order is and what the next steps are.

1. First Check the Track & Trace

When your order has been shipped with a Track & Trace code, you can check the current status of your parcel using the shipping information.

Please also check whether the parcel may:

• still be in transit;

• be available at a collection point;

• have been delivered to a neighbour;

• have experienced a delay;

• already be marked as delivered by the carrier.

2. Still Have Not Received Your Order?

If you have not received your order and the Track & Trace information does not provide a clear solution, please contact us as soon as possible.

Where possible, please provide:

• your order number;

• your name;

• the email address used to place the order;

• the Track & Trace number, if available;

• a brief description of the problem.

We will then check the shipping status and determine what further steps may be necessary.

3. We Will Contact the Carrier

When necessary, we may request an investigation into the shipment by the relevant carrier.

This may be necessary, for example, when:

• the Track & Trace status is no longer being updated;

• the shipment is marked as delivered by the carrier, but you have not received it;

• the parcel appears to have been lost during transport;

• the delivery has been significantly delayed.

We will keep you informed when additional information becomes available.

4. Delays During Transport

Although we do our best to have orders delivered as quickly as possible, delays may occur during transport. Some circumstances are beyond our direct control.

A delay may, for example, be caused by:

• extreme weather conditions;

• high volumes at carriers;

• technical problems;

• strikes;

• public holidays;

• customs inspections;

• international transport restrictions;

• other unforeseen circumstances during transport.

When we are aware that an order has been significantly delayed, we will try to inform you as soon as possible.

5. Order Marked as Delivered but Not Received

Does your order show as delivered according to the Track & Trace information, but you have not received the parcel? First check whether the parcel may have been delivered to a neighbour, a collection point, or another location indicated by the carrier.

If you cannot locate the parcel there, please contact us and provide your order number and Track & Trace number. We will assess the situation and, where necessary, contact the carrier.

6. Product Missing from the Order

Have you received your order but one or more products are missing? Please contact us as soon as possible.

Provide your order number and clearly indicate which product is missing. We will check your order and work with you to find an appropriate solution.

7. Your Statutory Rights

Not receiving an order, or receiving it late, does not mean that your statutory rights expire. We will handle each report carefully and, depending on the situation, seek an appropriate solution.

Do you have questions about your order or has your parcel not arrived? Please contact us. We are happy to assist you.

Africa Products Shop – Global Market
Customer Service
Telephone: +31 (0)70 889 0151
Email: info@africaproducts.nl