Frequently asked questions
When will my package arrive? / Where can I track my package delivery status?
* To track your package, use the link provided in the email from PostNord/DPD. There, you should be able to see the current location of your package. If you don't see any information, please contact customer service for assistance.
What type of delivery is tracked?
* Tracked delivery is a cheaper alternative to normal delivery, but the package weight cannot exceed 2kg. Tracked delivery will deliver straight to your house.
What should I do if I wasn't home when delivery was attempted?
* The delivery service will contact you with further information on where to pick up the package. If they do not contact you, you will need to contact them directly.
What is the cost of delivery?
* Tracked delivery is a cheaper alternative to normal delivery, but only for packages weighing up to 2kg. All delivery prices are displayed when you place your order.
What should I do if I haven't received an order confirmation?
* If you cannot find your order confirmation, it may have ended up in your email's spam folder. Please check there.
How long is the delivery time?
* Delivery time is usually 3-5 business days, but it may be longer depending on where you ordered from. There may be delays in some cases.
Do you send packages every day of the week?
* We only send packages Monday through Friday from 8:30am to 3:00pm. Orders made over the weekend will be processed on Mondays.
What should I do if I'm waiting for an export document?
* You will usually be contacted if an export document is required. All necessary information will be provided in the email or message from the toll or customs. In some cases, we can send you an invoice that you can forward to them. Delivery time might be extended when this happens.
Sometimes it can speed up the process if you contact your local post office yourself. We don't have the option of making direct contact with all the different countries.
If your questions aren't answered in the above, please don't hesitate to contact us, either on our live chat option in the bottom right or by email at firstname.lastname@example.org
Best regards, The EuropeSnus team