A "delivered" scan does not always mean the parcel is in your hands. Check everyone and everywhere it could have been left, then contact Valenna promptly if it is still missing.
🔎 Where it could be
A delivered scan can refer to reception, security, a household member, a neighbour, a safe place or the selected locker.
✅ Check before reporting
- Confirm the delivery address on the order is correct.
- Ask reception, security, household members and nearby neighbours.
- Check entrances, gates and any usual safe place.
- For PUDO, check the locker location and the SMS or email collection notice.
- Open the courier's proof of delivery, recipient name or delivery photo if available.
📨 What to send Valenna
- Your order number and the tracking number or link.
- The complete delivery address used on the order.
- A screenshot of the delivered scan or the proof-of-delivery image.
- A note of the checks you have done.
ℹ️ Good to know: send addresses, phone numbers, locker codes and proof-of-delivery documents through a private support channel, never in a public review or social-media comment.
❓ Frequently asked questions
Whose job is it to find it?
We work with the courier once you report it with the details above. Reporting early helps.
👉 Related guides and next steps