If your order shows as “delivered” but you have not received it, please contact the Customer Service Centre immediately so a delivery dispute can be logged and investigated.
This allows us to check what happened with the courier, warehouse, and your parcel.
Why your order may show as delivered
There are several reasons this can happen:
- Safe delivery location: Your parcel may have been left at a reception, security desk, guardhouse, or another safe place at your address.
- Delivered to someone else: A neighbour, family member, or someone at your address may have accepted the parcel.
- Multiple delivery attempts: If delivery was unsuccessful, the parcel may be returned to the warehouse but still appear as delivered in the system.
- Courier error: In rare cases, parcels may be scanned incorrectly or marked as delivered before final handover.
- Theft after delivery: If the parcel was delivered correctly but removed afterwards, this will be investigated as part of the dispute process.
What happens next?
Once you report the issue, a delivery dispute will be logged. We will investigate with the courier and warehouse to determine what happened to your parcel.
How long does it take?
Delivery investigations usually take 2–5 working days, depending on the complexity of the case.
What you need to provide
To help resolve your query quickly, please have the following ready:
- Your order number
- Delivery address details
- Any relevant delivery notes or instructions
- Any communication received from the courier
Please contact the Customer Service Centre as soon as possible so the investigation can be started on 0860 254 257 or email service@clicks.co.za