How can I request an investigation for a missing shipment?Updated a month ago
If your order is taking an unusually long time to arrive or is marked as delivered in the tracking system but you haven’t received it, an investigation may be necessary.
Who can request an investigation?
Please note that only the sender (in this case, KWIO Kids) can initiate an investigation request with DHL. As the recipient, you are not able to start this process yourself.
When should an investigation be requested?
An investigation can be initiated if:
The tracking status hasn’t been updated for at least 6 days.
The shipment is marked as delivered, but you haven’t received it.
What can you do?
Check tracking: Use the tracking link in your shipping confirmation email to check the current status of your delivery.
Contact customer service: If the above conditions apply, please contact our customer service via the contact form. We will investigate the status of your shipment and initiate an inquiry with DHL if necessary.
More information
For detailed information about DHL’s investigation process, you can visit the official DHL website: DHL Investigation Request
If you have any further questions or need assistance, our customer service team will be happy to help you.