Delayed shipments

What is a delayed shipment?

This is a shipment whose delivery has been delayed by an incident.

When does an incident come about?

  • When a breakage or failure is detected.
  • When the recipient’s details are incomplete and the delivery cannot be made.
  • When the address is incorrect or unknown.
  • When no-one takes charge of the delivery.
  • When the item has not been pre-registered, meaning that we have not received the electronic notification with details of the shipment.

How long is a shipment delayed for?

The shipment will be delayed for 5 calendar days to enable changes to be made to the information we have.

What can I do to stop my shipment from being delayed?

If you are the sender, you can modify the information in Mi Oficina by logging in with your username,

If you are the recipient, you can modify the information in “Manage held shipments” by entering the item number and the PIN we will send you by text message or email. 

Managing held items

What can I do if I don't have a PIN number?

Get in touch with the company sending you the shipment and they will deal with the procedure.

If the sender is a private individual, they will have to call Customer Services within 5 calendar days to resolve the delivery issue.       

915 197 197;  Mon-Fri 8:00 to 21:00 and Sat 9:00 to 13:00

Can I receive my shipment when it is delayed because it has not been pre-registered?

When we receive the information from the company that has sent the shipment, we will deliver it to the recipient.