International shipping can feel complicated and unpredictable, addresses change, receivers travel, buildings have restricted access, and customs add extra steps. If you’re searching what happens if a parcel cannot be delivered, the good news is: you don’t have to solve it alone. For SMEs that want to ship or import outside the EU, ParcelParcel is the shipping aggregator that simplifies the process. We compare DHL, FedEx, UPS, DPD, DSV and Skynet, handle complex customs procedures and paperwork, and help you keep control over your shipments, so you save time and avoid costly delays instead of chasing every carrier yourself. Does international shipping already feel complicated and unpredictable? ParcelParcel brings clarity, speed and control, without you doing the heavy lifting.
Chantal has been writing about logistics topics for almost two decades and has worked for major international carriers.
Before assuming your shipment is lost, always verify the latest scan. Use the ParcelParcel Track & Trace page to check the most recent status and any delivery attempts:
Check status and scans with ParcelParcel Track & Trace.
Often a parcel that appears “undeliverable” is actually:
At a nearby pickup point or access point
Planned for a new delivery attempt
Waiting for customs clearance or duty payment
In the tracking history of DHL, FedEx, UPS, DPD, DSV or Skynet, you’ll typically see remarks such as:
Receiver not at home
Incomplete or incorrect address
Access issues (gated building, security desk, remote area)
Customs hold or unpaid duties/taxes (for non-EU destinations)
If the courier finds nobody at the delivery address, they usually:
Try again on the next business day, or
Bring the parcel to a pickup/access point
Through ParcelParcel we can:
Request a new delivery attempt on the best day for your receiver
Arrange delivery to a nearby pickup point or business address
Suggest a safe alternative, such as reception, mailroom or security desk
A missing apartment number, outdated company name or incorrect postcode can block delivery. When this happens:
You share the corrected address details with our team
We update the label and delivery instructions with the carrier
We push for a fresh delivery attempt as soon as possible
To prevent this, always use a complete international-format address (company name, department, building, floor, phone number).
For shipments outside the EU, customs is a common reason a parcel cannot be delivered. Typical blockers are:
Missing or incomplete commercial invoice
Incorrect HS codes
Unclear description of goods
Missing receiver tax IDs or EORI numbers
Unpaid duties and taxes
ParcelParcel helps you:
Prepare correct commercial invoices and HS codes
Add receiver tax IDs and other required data
Communicate directly with the carrier’s brokerage team
Once documentation and payments are correct, customs will release the shipment and the carrier can complete delivery.
Some locations are tricky for drivers:
Gated industrial areas
High-security buildings
Remote or limited-access areas
If this is the reason, we can:
Add access codes, gate instructions or reception details to the shipment
Arrange delivery to an alternative address or pickup point
Advise you which courier is best for that specific destination using our shipping calculator.
In rare cases, the parcel is held because of:
Suspected damage
Security inspection
Label or barcode problems
Here’s how ParcelParcel supports you:
We open a case with the carrier and request inspection results
We keep you proactively updated on every status change
If the shipment is confirmed damaged or lost, we help you submit a claim, for example via our Transport Guarantee.
When something goes wrong, you shouldn’t have to call every carrier yourself. When you book via ParcelParcel and a parcel cannot be delivered, we:
Identify the exact blocker in the carrier system (DHL, FedEx, UPS, DPD, DSV or Skynet)
Advise the fastest solution: new delivery attempt, pickup point, address correction, customs release, or rerouting
Coordinate changes directly with the carrier on your behalf
Keep you informed with clear updates until the parcel is delivered, or safely returned if delivery really is impossible
Support you with claims in case of loss or damage, so you don’t miss deadlines or required documents
Why do companies like yours choose ParcelParcel? Because we make shipping parcels, pallets and urgent deliveries clear, with sharp rates and personal support.
If you’re searching what to do if your package says delivered but wasn’t, you’re not alone. This situation is stressful, but there’s a clear checklist you can follow.
Check safe places and neighbours
Reception or mailroom
Neighbours or nearby units
External mailboxes, parcel lockers or security desks
Verify the tracking details
Check if the status mentions “delivered at access point”, “front desk” or “letterbox”
Confirm the delivery postcode and city in the carrier’s system via our Track & Trace page
Confirm the receiver details
Name on buzzer or intercom
Apartment or office number
Opening hours of your business location
Contact ParcelParcel immediately
We request GPS delivery coordinates from the carrier (where available)
We ask for driver notes and any photo proof of delivery
If we see signs of mis-delivery, we open a retrieval case and push for redelivery or clarification
For extra reassurance, you can also see how carriers themselves advise recipients. For example, DHL explains what to do when track & trace says delivered but you haven’t received anything:
That external guide is useful for your receiver, while ParcelParcel coordinates the logistics and communication with the carrier for you.
Holding times depend on the country and service level, but generally:
Pickup points: around 3–7 business days before return to sender
Depots or hubs: limited storage time, especially for international parcels
If you know the receiver is away for a week, let us know. We’ll coordinate with the carrier to:
Extend the hold (if the service allows it), or
Plan delivery for a specific date once your receiver is back
Acting quickly reduces the risk of return charges or storage fees.
A lot of “what happens if a parcel cannot be delivered?” situations can be avoided with good preparation. A few best practices:
Use complete addresses in international format
Company name, contact person, department, building, floor, door code and phone number.
Share delivery notes and access details
Gate codes, reception hours, security procedures—anything that helps the driver find the right person faster.
Attach correct customs data for non-EU shipments
Clear goods description, HS codes, realistic values and the right Incoterms. This keeps parcels moving smoothly through customs.
Follow packaging guidelines per carrier
Good packaging prevents damage, and damage often leads to delays or investigations. Check the ParcelParcel packaging guidelines per carrier before shipping:
Use our shipping calculator and “How it works” guide
Compare international parcel shipping options and choose the best carrier and service level for your route:
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Book directly, ParcelParcel compares the best couriers with no contracts or subscriptions.
Any doubt at all, talk to us. Our team looks at the full picture: tracking, customs, address details and carrier possibilities. We help you decide the fastest and safest next step for your shipment.
Ready to ship smarter and avoid most delivery issues before they happen? Start today with ParcelParcel, no obligations, but expert support whenever you need it.
Most express and parcel services make at least one reattempt or move the parcel to a pickup point if the receiver is not at home. When you book via ParcelParcel, we can request another delivery attempt where possible or arrange collection at a pickup point that suits your receiver. This keeps you in control instead of waiting passively.
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Often yes. Share the new address with our support team and we’ll check what’s possible with the specific carrier and service. In many cases we can reroute the parcel to:
A different business address
A nearby pickup/access point
A reception or warehouse that has better opening hours
The sooner you contact us after a failed attempt, the greater the chance we can still update the address before the parcel is returned.
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If customs won’t release your shipment, the parcel cannot be delivered. In that case, we:
Review your commercial invoice, HS codes and receiver tax IDs
Help you correct or add missing information
Coordinate with the carrier’s brokerage team to clear duties and taxes
Once everything is in order, customs releases the shipment and delivery continues. This is exactly where ParcelParcel saves you a lot of time and confusion.
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If tracking says delivered but your receiver didn’t get the parcel:
Ask them to check neighbours, mailroom, reception and any parcel lockers.
Verify the delivery address and postcode in Track & Trace.
Contact ParcelParcel immediately so we can request GPS coordinates, driver notes and photo proof from the carrier.
If we confirm mis-delivery, we open a retrieval or redelivery case and keep you updated until the situation is resolved.
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It’s possible. Pickup points and depots only hold shipments for a limited time before returning them to the sender. If your receiver is travelling or the location is temporarily closed, tell us the period in advance. We’ll coordinate with the carrier to:
Extend the hold where possible, or
Plan delivery around your receiver’s availability
That way, you avoid unnecessary returns, extra costs and unhappy customers.
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You can instantly check the shipping costs through our rate calculator. Enter the weight, dimensions, and destination country of your shipment, and you will see all available shipping options along with their respective delivery times. The calculator can be used to compare shipping rates for both export and import shipments.
If you need help calculating a shipping rate, watch the video below. Click on the 
button to play the video and the 
icon to view the video in fullscreen.
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Shipping costs are calculated based on dimensions (LxWxH in cm), weight (in kg), and the destination country. Both the actual weight (as shown on the scale) and the volumetric weight are considered.
The volumetric weight is the weight calculated based on the space your shipment occupies in the plane. The higher of the two weights (volumetric or actual weight) is used to calculate the shipping rate. You don't need to calculate this yourself; our calculator does it for you.
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You can use the discount code PP10 for 10% discount on the transportation costs of your first shipment. You can apply the discount code during the checkout process (instructions).
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Whether additional costs apply depends on whether your shipment stays within the European Union or is sent to/from a country outside the European Union. Below, you can see the additional costs for each situation.
Within the European Union
If, for example, you send a shipment from the Netherlands to Italy (within the EU), there will be an additional 21% VAT on the shipping costs.
Furthermore, if your shipment stays within the European Union, you won't have to deal with any import duties or customs clearance fees because your shipment doesn't go through customs. Please note that the European Union is not the same as Europe.
View here all the countries that are part of the European Union. For example, Switzerland is part of Europe but not part of the European Union.
Outside the European Union
If, for example, you send a shipment from the Netherlands to the United States, there will be no VAT (0%) applied to the displayed shipping rates.
However, there might be import duties levied by customs in the destination country if you send a shipment to/from a country outside the European Union. Typically, customs costs are charged to the recipient. This is known as Delivered At Place (DAP) in logistics terminology.
Customs is a government agency that levies import duties in certain cases to protect the local market. As a company, you can also ship using Delivered Duty Paid (DDP), which means any customs costs will be charged to you as the sender.
If you have any questions about this topic, feel free to contact us. Additionally, you can read everything about import duties, VAT, and the customs clearance process in this blog.
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A customs invoice is a form where all the goods you want to ship are specified. This invoice includes an English description of the goods, along with their corresponding value and weight.
The contents of your shipment must be specified per type of product you're sending to avoid delays at customs. A customs invoice is always prepared in quadruplicate in accordance with customs guidelines.
When is a customs invoice required?
A customs invoice is only required for shipments to/from countries outside the European Union (e.g., Netherlands - United States). If your shipment stays within the European Union (e.g., Netherlands - Italy), your shipment will not go through customs, and therefore, a customs invoice is not required.
Additionally, document shipments are not subject to customs, so if you're sending a document to a country within/outside the European Union, no customs invoice is needed.
Please note that not all goods can be shipped to every country. You can find a list of goods that cannot be sent via ParcelParcel on this page.
Do I need to create a customs invoice myself?
If you're sending a shipment to/from a country outside the European Union, it's mandatory to include a customs invoice with the shipment. We provide free support in creating a customs invoice.
You can easily generate a customs invoice through our shipping platform. The customs invoice will be automatically generated based on the content you specified during your booking.
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You can import just as easily as export via ParcelParcel.
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You can find a list of goods that cannot be shipped via ParcelParcel on this page.
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