Parcel not received

Had a dispatch confirmation, but your parcel has not turned up? That is thoroughly frustrating, and we will help you as quickly as we can so that you are not left out of pocket. This page explains exactly how we sort it out together.

What we need from you

To open an official investigation with PostNL we need two things: your full address details (name, street, house number, postcode and town, exactly as you gave them with your order) and the completed and signed NOV form. The NOV (Non-Receipt Declaration) is the official document PostNL needs before it will look into the case.

How it works, in 4 steps

  1. Download the NOV form
    Use the button below to download the form (PDF).
  2. Fill it in completely and sign it
    Print it, fill it in and sign it. A digital signature is fine too.
  3. Email the form back to us
    Send the completed form with your full address details to info@izi-clean.com.
  4. We open the investigation with PostNL
    As soon as we have everything, we pass the case straight on and keep you posted.
Download the NOV form (PDF)

Cannot download or print it? Drop us an email and we will find another way together.

Why does this form matter so much?

Without a signed NOV form, PostNL will not take the case on. No official investigation is opened, and we cannot take the next step for you, such as sending your order again. The moment your form reaches us, we get going.

What happens next?

Once we have your form, we put the investigation to PostNL. There are two possible outcomes:

Parcel lost for good If the investigation shows your parcel really has gone missing, we send you a new one free of charge.
Parcel delivered elsewhere Has it ended up with a neighbour or at a collection point? Then we wait for the outcome of the PostNL investigation first.

Please note: a PostNL investigation can take up to around 7 working days. Thanks for bearing with us; we will keep you posted throughout.

Any questions?

Email us at info@izi-clean.com. Thank you for your help with this. We will do everything we can to put it right for you quickly and smoothly.