Delivery procedures of the shipping carriers

 

Once your Fairphone product leaves our distribution center in the Netherlands, it will be under the care of one of our shipping partners.

In case you did not receive your order or it was damaged, please contact us and the shipping agency as soon as possible, preferably within 48 hours and with a maximum of 2 months after the estimated delivery time.

You can choose between:

  • DHL: Shipping costs - as mentioned on the invoice - consist of shipment + fuel + surcharges + carrier handling costs (25% of all costs). DHL shipping rates include support of the GoGreen initiative.
    • DHL Economy Select 
(all countries except the Benelux)
  • PostNL  - all EU countries, only for Fairphone 2 covers and Fairphone 2 small modules.


Please note

  • You will receive a shipping confirmation e-mail once your order leaves our distribution center. If your order is delivered by DHL, this mail also has the track & trace code.
  • Delivery attempts happen during office hours on business days.
  • It is not possible to use a Packstation or a P.O. box as a delivery address
  • Be aware that we know from experience that best practices and the policy used may differ locally within Europe.
  • Please read more on additional customs taxes and duties on this DHL page.
  • National or local strikes are a Force Majeure. We will try to warn you in advance when you place an order. There is not much we can do for orders that are already in transit.

 

Delivery procedures

What happens when nobody is at the delivery address to open the door for the courier? We made you an oversight of the procedures used by our different carriers.

  • Log in to your account to see in My Orders which shipping carrier you selected for your order
  • Your order confirmation that we sent you per e-mail states the expected delivery time.

 If you have any further questions, contact our support team.

 

DHL Economy select

When you selected Economy select shipping:

  • The courier always leaves a card after a failed delivery attempt

  • The next delivery attempt depends on your response based on the information on the contact card. 

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

  • You can contact the courier to agree on a new delivery date, based on the information on the contact card.
  • If delivery attempts have failed, you can pick your parcel up at a DHL location:
    • The time until which you can do so differs per country and region. Usually, it is 5 days. The contact card states where you can pick up your parcel. Or get in touch with DHL.
  • If all delivery attempts fail, your parcel returns to the distribution center in the Netherlands. You can get in touch with Fairphone customer support to arrange a new shipment.

 

PostNL

All EU countries, only for covers and small modules:

  • The courier always leaves a card after a failed delivery attempt
  • The courier always comes the day after the first attempt for the second delivery attempt.
  • The courier attempts to deliver your parcel two times. If you are not able to receive the parcel, your parcel will go to a post office near you. The parcel is stored for 14 days. If you do not pick it up in that time, the parcel returns to our distribution center.
  • You can contact the courier to agree on a new delivery date, online or via a contact card
  • If all delivery attempts fail, your parcel returns to the distribution center in the Netherlands. You can get in touch with Fairphone customer support to arrange a new shipment.

Need more help? Contact our support team!