Step-by-step plan: Complaint upon delivery. Package has not been delivered.

According to the track & trace my package has been delivered, but I do not know where the package was delivered.

First of all we would like to say that this should obviously not happen. But unfortunately we can never give a 100% guarantee that everything will go well. Of course we will solve it in a good way.

Our experience is that this could have been given to one of the neighbors by the driver.

Our first request is: Please ask your immediate neighbors whether they accepted the package for you. As a rule, the package will be returned to you in no time.

If this is the case, we would like to hear about it so that we can file a complaint about this with DPD, which will draw the driver's attention to the need to comply with the rules. (The driver should have communicated this properly)

Is the package not with your immediate neighbors? We will then start an investigation.*

Send an email to customerservice@ymhomecreations.nl Please indicate the following.

- Mention your name, order number & the tracking code you received from DPD with which you can track the package.
- Indicate (if already done) which (neighboring) house numbers you have already inquired about.
- Indicate that your package has not been delivered to you and that you do not know where your package is now.
- Have you already contacted DPD? We would like to hear what they have already said to you.
- Download the form: "Confirmation of receipt/Declaration of non-receipt" in which you declare that you do not have the package. Print it out, fill it out and sign it with pen, scan it again (photo is also allowed) and attach it to the email you send to us.

Without the correct information and a completed form can we no research and we, as an entrepreneur, can do little for you.

After submitting the above, we will start an investigation. Y&M strives to handle your complaint as quickly as possible. We are dependent on DPD and their speed of action. Once the investigation has been completed, we can move on to the right solution.

Did you pay the invoice afterwards? Leave at Klarna pause the invoice. You have to do this yourself. If you do not do this and you incur additional costs, it is your own responsibility. You cannot hold Y&M Home Creations responsible for this in any way.

*NB, If you have given DPD 'drop permission' and the package is lost, this is your own risk. DPD is then not obliged to record a signature and address and the risk then passes to you in the event of deposit permission.


We, Y&M Home Creations, rely on good cooperation & therefore also cooperation between entrepreneur & consumer and therefore rely on a good solution.