Hello Deloox team,
I am contacting you with a serious complaint regarding my order. My parcel DS927896753PT, (Deloox Order number 18043934) shipped by your company to my address in Portugal, has not arrived and has shown no tracking updates since November 17, which is unacceptable.
According to the tracking information, the last status is “Em trânsito” from SEMMAB (Malmo, Sweden). Since then, there has been no movement at all, which clearly indicates that the parcel is either lost or severely delayed.
The Portuguese postal service (CTT) informed me that only the sender (you) is authorized to initiate an official investigation. As the recipient, I am not allowed to file such a request.
Therefore, I demand immediate action from your side:
1. Launch an official investigation (lost / missing parcel) with your logistics partner and with CTT (or any other carrier involved).
2. Provide me with the results of the investigation in written form as soon as possible.
3. If the parcel is confirmed lost, immediately arrange a replacement shipment or issue a full refund, including shipping costs.
4. If a new tracking number has been generated, provide it without delay.
If no adequate response is provided, I will be forced to file an official complaint through the European Online Dispute Resolution (ODR) platform and submit the case to consumer protection authorities.
I expect a response within 3 business days.
