You change a delivery address in the Shipping Portal. You add a note for the driver via Track & Trace.
If the shipment has not been sorted yet, we deliver to the new address the same day. If it has already been sorted, delivery moves to the next delivery day, unless the new address is within 200 metres of the old one.
Changing the address
- Go to Shipments and click the shipment.
- In the panel on the right, click Change details and choose Change address.
- Enter the new address and confirm.
You change the recipient's email address or phone number in the same way. The recipient can also change the address themselves via Change address in Track & Trace. This is not possible if you have switched off address changes (Disallow address changes in Features Management) or if the shipment has a PIN (OTP).
Note for the driver
- In the Shipping Portal, click the shipment, then the three-dot menu, and choose Track & trace.
- Click Delivery note and type the instruction, for example "Doorbell broken". You have up to 140 characters.
- Click Save note.
The recipient can also do this themselves via the link in the email.
When is this not possible?
- Different country: changing from the Netherlands to Belgium or the other way round is not possible. Create a new shipment.
- Cancelled or returned: the address can no longer be changed.
- Wadden Islands or Wallonia: we do not deliver there.