Buying
My parcel has not arrived
First wait for the delivery deadline, then message the seller. If nothing happens, report a problem on the order — your payment is still held.
Step by step
- Check the tracking on the order detail page. "Delivered to pickup point" means the parcel is waiting for you, not that it is lost.
- Check with neighbours and your letterbox — small parcels sometimes fit through.
- Message the seller via the conversation on the order. There is often a simple explanation.
- Report a problem on the order if you still have nothing after the delivery deadline. Do this within the window shown on the order page.
What happens then?
Your payment is still held by reebee, so you are not out of pocket. We ask both sides for an explanation and evidence (proof of postage, tracking, photos) and then decide. If the parcel really is lost, you get your money back.
Important: never confirm receipt before you actually have the item. After your confirmation the money has gone to the seller and we can no longer hold it.