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My order says delivered but I have not received itUpdated 6 months ago

Everything suggests that your order has been safely delivered but you’re still yet to clap eyes on it. These things happen when the courier tries to deliver but can’t find you. Likelihood is that they left your parcel with a neighbour or a local drop-off point, it’s worth asking because it won’t be far.

If your detective work leads nowhere get in touch with us here and we’re here to help. Please let us know the situation and the tracking number.


To resend your order on a signed-for service or even a full refund, we need you to send us 2 things via our contact form:

  • A signed declaration on your behalf (scout’s honour please) 

  • A photocopy of your passport or ID card


Here's an example of a declaration:

First name, Last name - Address - Postal Code, City - Phone number

To: ASPHALTE, 46 rue de Ruat, 33000 Bordeaux

Location, Date

Subject: Legal Declaration

To Whom It May Concern, 

I, Mr/Ms/Mrs (NAME), residing at (ADDRESS), hereby confirm that the package sent from Asphalte has not been delivered as indicated by the delivery tracking.

I am aware of the penalties incurred for making a false declaration.

This certificate is issued to serve any purpose that might be required by Asphalte.


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