I didn't receive a pick-up code

Did you receive a confirmation from the delivery service, but not from CiPiO? Then one of the following might apply:

You are not (yet) registered

We use the contact details provided by your property manager or landlord. If you're not registered with them, the delivery driver can't leave a package for you in the CiPiObox — and we won't be able to send you a pick-up code either.

Your registration details are incorrect

We use the contact details we receive from your landlord or property manager. Our messages are sent to the contact information known to us. If those details are incorrect, please contact your landlord or property manager to update them.

Your package wasn’t delivered in the CiPiObox 

If a package is delivered to the CiPiObox in your name, we will automatically send you a message with a unique pick-up code. If your contact details are correct but you didn’t receive one, your package may have been left elsewhere.

I found an empty locker

If you try to collect your package but find an empty locker, don’t worry! One of the following situations may have occurred:

The delivery driver may have selected the wrong locker size

This might have created a transaction for a different locker. Your package could be in another locker. Please contact your landlord or property manager to check this for you.

The driver created a transaction but didn’t leave the package

Sometimes a driver initiates a delivery, but for some reason doesn’t actually place the package in the locker. If your landlord or property manager confirms that it wasn't delivered to another locker either, please contact the delivery service directly.

I want to update my contact details

Whenever a package is delivered in the CiPiObox, we send a one-time unique pick-up code by email and/or SMS. We use the contact details provided by your landlord or property manager. If you have a new email address or phone number, please inform them. Your updated information will be automatically synced with our system. 

Can my housemate also receive packages via the CiPiObox?

Yes, as long as your housemate’s contact details are also registered with us via your landlord or property manager. If your housemate is not registered, the delivery notifications will be sent to the contact known to us, if the delivery is intended for your address. 

I don’t have time to collect my package right away. What now?

That’s no problem, but of course we prefer to free up lockers as soon as possible for new deliveries. Your landlord or property manager will regularly check for uncollected packages and may send you a reminder. If your package hasn’t been picked up after one reminder, a second one will follow. If it still isn’t collected, the locker will be emptied and your package will be moved to a secure location until you contact the landlord or property manager.

I think there’s still something in the locker after collecting one package

Ideally, each package is placed in a separate locker. However, sometimes delivery drivers place multiple packages in one locker for the same addressee.
Even if multiple packages are delivered, we only send one pick-up code. If you accidentally remove just one item and close the locker, you can reopen it again from the screen — but only for a short period. After that, the one-time code becomes invalid.

If you were unable to retrieve the second package, please contact your landlord or property manager so they can reopen the locker for you.