Failed parcel delivery: what to do in each scenario

The most common reasons for parcels not being delivered

Estimated figures by sector. Percentages are indicative.

What to do in each scenario where a parcel has not been delivered

Scenario 1: The courier found no one at home

This is the most common scenario. The courier has attempted delivery but was unable to locate the recipient: they usually leave a delivery notice in the letterbox or update the tracking status to “delivery attempt made”.

What to do straight away:

1. Check the tracking details to see if a second automatic delivery attempt is scheduled (many couriers make this attempt the following day)
2. Check your letterbox: the paper notice often includes the courier’s telephone number or instructions on how to reschedule
3. Please contact us if you’ve sent your parcel via spedizionecomoda.com; we’ll get in touch with the courier straight away to sort out the issue. Alternatively, if you did not send your parcel via our portal, you can access the courier’s self-service area (DHL, UPS, FedEx and TNT all have portals where you can reschedule your delivery).
4. If nothing works, contact the person who handled the shipping parcels (in the event that it was not sent via Spedizionecomoda)

  Many couriers allow you to change the delivery address, opt for collection from a locker or collection point, or authorise delivery without a signature — all via the courier’s website or app, without having to make a phone call.

Scenario 2: The parcel is being held at the depot

If the courier is unable to deliver the parcel after one or more attempts, it is placed “on hold”: it remains stored at a courier’s warehouse or at a collection point (Punto Poste, DHL ServicePoint, UPS Access Point, etc.) for a limited period.

Courier holding times:

  The collection periods are strictly enforced. Once the deadline has passed, the parcel will automatically be returned to the sender and you may have to pay for the return postage again. Please take action within the first 48 hours of receiving the collection notification. Prompt action is essential in such cases

What to do:

5. Go to the courier’s website → enter the tracking number → look for the option “Collect yourself” or “Collection point”
6. Alternatively, contact the courier to arrange a second delivery attempt on a day and at a time when you are available
7. Please bring a valid form of identification with you when collecting the item, and if you are collecting on behalf of someone else, a letter of authorisation from the recipient.

Scenario 3: The tracking status says “delivered” but I haven’t received anything

This is the most delicate situation — and it is also the one that is causing the greatest concern. There may be simple explanations for it, but it requires swift action.

Checks to be carried out in the following order:

8. Check at the reception, with your neighbour, or anywhere else where the courier might have left the parcel without requiring a signature
9. Check your letterbox and the building’s entrance hall (the courier sometimes leaves small parcels without giving notice)
10. Check whether it is possible that the parcel may have been delivered to a family member who was at home
11. Check the exact address: sometimes deliveries are made to the wrong house number (a common mistake on streets with A/B house numbers)
12. If you can’t find anything: contact the courier immediately, quoting the tracking number and asking for proof of delivery (POD), which includes the recipient’s signature and often a photo
13. If the POD shows a signature you do not recognise or an address other than your own: lodge a formal complaint immediately

  The courier is obliged to provide proof of delivery (POD) at the sender’s request. If the signature does not match and the address is incorrect, you are fully entitled to a refund or a reshipment.

Scenario 4: The parcel is lost

A parcel is officially considered lost when the number of days that have elapsed exceeds the maximum estimated delivery time and the tracking information has not been updated for several days.

Guideline thresholds for classifying a parcel as lost:

• Domestic deliveries: No tracking updates for more than 5 working days
• EU deliveries: No tracking updates for more than 10 working days
• International Shipments non-EU: No tracking updates for more than 15–20 working days (plus customs processing time)

What to do:

14. Open a tracking enquiry on the courier’s website — all the major couriers offer this service
15. Notify the seller immediately (for online purchases) or the person who arranged the delivery
16. Gather the relevant documentation: invoice/proof of purchase, tracking number, declared value
17. Submit a formal complaint within the courier’s time limits (see the relevant section)

  If you purchased the item online: under Article 63 of the Consumer Code, the risk of loss of the goods during transport is borne by the seller until they are actually delivered to the consumer. You are entitled to a refund or a replacement without having to provide any evidence.

Scenario 5: The parcel arrived damaged

If the parcel arrives visibly damaged (crushed box, tears, water damage) or if, upon opening, the contents are found to be broken, take action within a few hours: the time limits for claims relating to damage are the shortest.

What to do straight away:

18. DO NOT sign the delivery note without reservation if the parcel is visibly damaged — write “subject to damage” next to your signature
19. Take photos of the outside of the parcel before opening it: from various angles, showing the label and any visible damage
20. Take a photo of the contents once you have opened the parcel: the broken item, the internal packaging material, and the parcel as a whole
21. DO NOT throw away the original packaging: many couriers require it for inspection
22. Contact the sender and the courier within 24–48 hours (the deadlines are short: UPS accepts claims for damage within 14 days, whilst some couriers only accept them within 8 days)

  If you sign the delivery note “without reservation” for a parcel that is visibly damaged, you may lose your right to a refund. ‘Subject to reservation’ is the magic phrase.

Scenario 6: Tracking has been suspended for days

The tracking information shows that the last update was 2–5 days ago and has not changed since. This does not necessarily mean that the parcel has been lost: it may be in transit over a long distance, held up at customs, or simply waiting to be scanned at a hub.

What to do:

23. Wait at least 48 working hours without any updates before you start to worry
24. For shipments outside the EU: check whether the delay coincides with public holidays in the destination country or with a customs hold (customs may require additional documents)
25. Contact the sender or the courier to request an investigation if the delay exceeds 5 working days

  It is almost always normal for tracking to be suspended at weekends or on public holidays: sorting hubs operate 24 hours a day but do not always update the system in real time.