The Citibox App provides support for the main issues that you may encounter when picking up your order, such as the door not opening, the door being closed, etc.
The door won’t open
Once the collection process has started and you are on the screen where the opening code is displayed, there is a ‘Something happened’ button at the bottom. If you press it, it will give you the available options:
Select the relevant option and follow the steps shown. If, despite these instructions, you are still unable to open the locker, the order will remain in the locker with the status of ‘Incident’ until we can resolve it through the customer service contact option.
The locker is empty
In the unlikely case that you find your locker empty, it is most likely that the courier has not delivered the parcel to Citibox. Let's take a few steps to clarify what happened.
1. Identify the order. There are times when couriers confirm delivery to Citibox by mistake when in fact they have delivered the order by hand or to the concierge or a neighbour. We are working on training couriers with the different courier companies so that this does not happen. Check the details of your order to see if it has been delivered by hand or by other means.
2. If you have not received the order by hand or by any other means, we need you to make a complaint at the online shop where you made the purchase, since as a customer of the courier company you are the one who must make the complaint about the order and request the proof of delivery/delivery note of your order from the courier company and the purchase invoice. If they send it to you or tell you that they do not have it, let us know so that we can continue to help you.
Citibox deliveries are insured up to a maximum of £1,000.
If the order appears as collected in the Citibox App and you have not been able to open the locker, or if you need any help, write to supportuk@citibox.com indicating your name and the telephone number associated with your Citibox account. We will help you as soon as possible.