We are very sorry to hear that you are still waiting for your order. We understand how frustrating it is when the tracking status says “delivered” but the package is nowhere to be found.

Due to contactless delivery procedures, packages are sometimes left at a drop-off location or with a neighbor without a notification card being left in your mailbox.

Please check the following first:

1. Did a family member or housemate accept the package?

2. Was the package left with a neighbor?

3. Check the detailed DHL tracking info to see if a specific drop-off location (e.g., garage, porch) was noted.

If the package is still missing: As the merchant, we bear the shipping risk, so we will of course arrange for a replacement or a refund. To do this, we must open an official investigation with DHL.

For us to start this process – and to help you immediately – we need your assistance:

1. Please download the form “Recipient Declaration” (see below).

2. Fill it out and sign it.

3. Send a photo or scan of the document to our support team (e.g., by replying to your order confirmation email or sending it to support@vbled.de.

Our Promise: As soon as we receive your signed declaration, we will immediately arrange for a free replacement delivery or a full refund. You do not have to wait until the DHL investigation is finished.