Our Virtual Assistant is designed to assist shoppers with parcel delivery queries. See the bottom right of your screen to get started.
Business customers and sales enquiries
Business customers should reach out to their account manager, and for new sales enquiries, please click here.
We do not handle the delivery of the parcel to your door or collection point.
We handle the first part of the delivery process; getting the parcel from the retailer's warehouse overseas to your country. A delivery partner you are likely to recognise handles the rest within your country.
Who has your parcel? When tracking your parcel you will normally be able to see which delivery partner in your country has your parcel. In this example it is Korea Post.
This is why it is often recommended to contact the local delivery company (find details on tracking site).
You can ask our Virtual Assistant for support or browse this FAQ.
We process millions of parcels each month with very high reliability. We apologise if your parcel is an exception and understand how frustrating this can be. We hope this web page provides you with the advice for finding a quick resolution.
Delayed parcel
Tracking number not working
Damaged parcel
Missed delivery
Parcel has been opened
Customs charges
I want to speak to someone
Try tracking your parcel first, it might be with you soon.
Track your parcel to see where it is. You might find it's near the end of its journey and decide there's no need to take any further action.
Tracking shows the parcel is with our local delivery partner?
If tracking shows that your parcel is in the hands of the local delivery company that will be bringing it to your door or collection point you may be able to find out more information from them directly. In this example it is Korea Post
If there's an issue you should contact the seller.
If the delivery company cannot resolve the issue or tracking shows the parcel is still with Asendia, in most instances you will need to contact the retailer you shopped with to find out how they can help you. Where appropriate they will contact us to make a claim for a very late, lost or damaged parcel.
No tracking number in your shipping confirmation email/SMS?
Not all parcels are tracked. Some retailers choose untracked postal services to keep costs low. Postal services are still very reliable, but if you are unfortunately affected by a delay please contact the retailer to see how they can help you. They will request support from us on your behalf if required.
Please ensure you are using this tracking website
If the problem persists, please contact the retailer that you shopped with to see how they can help you. If the retailer needs to raise a case/claim they will do that with us directly.
Contact the retailer that you shopped with to see how they can help you. If the retailer needs to raise a claim for damages they will do that with us directly.
Asendia works with local delivery companies to handle the delivery to your door or collection point. Track your parcel to see who that is. You should receive a calling card (physical or/and electronic) from them with instructions on what to do to rearrange delivery or organise a collection.
This is typically because customs authorities undertake random checks of goods to ensure customs paperwork is correct or for security reasons.
Of course if the condition of the goods has been affected you should contact the retailer that you shopped with to raise this.
Customs charges (duties, taxes and clearance fees) vary depending on the country of import, type of produce, value of goods, and duty-free thresholds.
A retailer should make it clear on their website if these charges need to be paid upon delivery by the shopper. The customs broker (typically the postal/courier company making the delivery) may contact the shopper to request payment before the parcel can be delivered, or may take payment upon delivery.
If you have a query about this please contact the retailer that you shopped with as soon as possible. Parcels will be returned if the fees are not paid swiftly.
Contacting the local delivery company
When you track your parcel, you will be able to see if the parcel has been handed over to the local delivery company that will bring the parcel to you. They have local Customer Services teams that are often very helpful.
Contacting the retailer you bought from
If your parcel is lost or damaged, you should contact the retailer you shopped with. They will contact us to make a claim if required.
Contacting Asendia
We handle the exportation of parcels to your country and a local delivery partner than takes over. If tracking shows your parcel is with Asendia and the parcel is very delayed, we recommend contacting the retailer you bought from. Where appropriate they will contact us to make a claim if required.
Contact form
Open the Ask Asendia virtual assistant and type "contact". You will then be able to complete a quick form.
