What are the 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 Economy 
(all countries except the Benelux)
    • DHL Europlus (Benelux only)

    • DHL Express

  • PostNL  - all EU countries, only for covers and small modules


Please note

  • You will receive an email with tracking information the moment your order leaves our distribution center. This way you will be able to see exactly where your order is
  • Delivery attempts will happen during office hours. So a good choice for a delivery address will be the place where you work. You can also ask people in your social circle (such as friends or family) who will be home during the day if they are willing to receive your order for you
  • It is not possible to use a Packstation as delivery address
  • Be aware that we know from experience that best practices and the policy used can differ locally within Europe. 

 

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. You can see in your account which shipping carrier you have selected when you log in.

So check out the delivery procedures of the carriers of your choice. If you have any further questions, our trusty support team will be able to help you out.


DHL Europlus Benelux

  • Does the courier always leave a card after a failed delivery attempt?
    • Yes.
  • Does the courier always come the next day for the second delivery attempt?
    • Yes, unless you get in touch with DHL and arrange a new delivery date.
  • Are the next delivery attempts on the next consecutive workdays after the first delivery attempt?
    • Yes.
  • How many times does the courier attempt to deliver your package?
    • In the Netherlands: 4 times. In Belgium only 1 time, but if you are not home your package will go to a DHL parcelshop near you. You will receive a contact card and a reminder via email or text message.
  • Can you call the courier to agree on a new delivery date?
    • Yes. After receiving the contact card after the first failed delivery attempt, you can contact DHL to arrange a new delivery.
  • If delivery attempts have failed, will I be able to pick my package up at a DHL location? 
    • Yes, although 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 package via the contact card or you can contact DHL. 
  • What happens if all delivery or pick-up attempts fail?
    • If all delivery attempts fail, your package 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

  • Does the courier always leave a card after a failed delivery attempt?
    • Yes.
  • Is the next delivery attempt on the next consecutive workdays after the first delivery attempt?
    • DHL will await your response based on the information of the contact card.
  • How many times does the courier attempt to deliver your package?
    • If the first attempt fails, you have the possibility to reschedule for a second delivery. If the second delivery fails too, you can make a request for a third delivery attempt or collection of your package at a DHL parcel shop.
  • Can you contact the courier to agree on a new delivery date?
    • Yes, based on the information on the contact card a new delivery can be planned.
  • If delivery attempts have failed, will I be able to pick my package up at a DHL location? 
    • Yes, although 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 package via the contact card or through getting in touch with DHL. 
  • What happens if all delivery or pick-up attempts fail?
    • If all delivery attempts fail, your package will return to the distribution center in the Netherlands. You can get in touch with Fairphone customer support to arrange a new shipment.

DPD

  • Does the courier always leave a card after a failed delivery attempt?
    • Yes.
  • Is the next delivery attempt on the next consecutive workdays after the first delivery attempt?
    • This depends on the country and region where you live. But in general your package will go to a post office near you direct after a first failed delivery attempt.
  • Are the second and third delivery attempt on the next consecutive workdays after the first attempt?
    • Yes. 
  • How many times in total does the courier attempt to deliver your package?
    • After the first failed delivery attempt the package will go to a post office near you.
  • Can you contact the courier to agree on a new delivery date?
    • Yes.
  • What happens if all delivery or pick-up attempts fail?
    • If all delivery attempts fail, your package will return to the distribution center in the Netherlands. You can get in touch with Fairphone customer support to arrange a new shipment. 

PostNL

  • Does the courier always leave a card after a failed delivery attempt?
    • Yes.
  • Does the courier always come the day after the first attempt for the second delivery attempt?
    • Yes.
  • How many times in total does the courier attempt to deliver your package?
    • Two times. If you are not able to receive the package, your package will go to a post office near you. There the package is stored for 14 days. If you do not pick it up in that time, the package will return to our distribution center.
  • Can you contact the courier to agree on a new delivery date?
    • Yes, you can do this online via a contact card
  • What happens if all delivery attempts fail?
    • If all delivery attempts fail, your package will return 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!

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