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.

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 
(all countries except the Benelux)
    • DHL Europlus (Benelux only)
    • DHL Express
 (when you choose express shipping)
  • PostNL  - all EU countries, only for covers and 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.

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


DHL Europlus Benelux

Only for the Netherlands, Belgium, and Luxembourg:

  • The courier always leaves a card after a failed delivery attempt
  • The courier always comes the next day for the second delivery attempt. Unless you contact DHL to arrange a new delivery date.
  • The next delivery attempts are on the next consecutive workdays after the first delivery attempt.
  • Delivery attempts: 
    • In the Netherlands: 4 times.
    • In Belgium only 1 time, but if you are not home your parcel will go to a DHL parcelshop near you. You will receive a contact card and a reminder via email or text message.
  • You can call the courier via DHL to agree on a new delivery date. You can do this after you received the contact card of the first failed delivery attempt.
  • You can pick up your parcel at a DHL location if delivery attempts have failed. However:
    • The time until which you can do so differs per country and region. Usually, it is 5 days. You can find out where you can pick up your parcel via the contact card or you can contact DHL directly.
  • If all delivery attempts fail, your parcel will return to the distribution center in the Netherlands. You can get in touch with Fairphone customer support to arrange a new shipment.

 

DHL Express

When you selected Express 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!