Hi everyone,
I'm living in Germany and would appreciate some advice.
On October 15, I ordered an iPhone Air 256GB with a 24-month Otelo mobile contract through CHECK24. The seller was Sparhandy.
Today (October 19), a DHL courier delivered the package directly to my apartment door.
The parcel felt unusually light. When I opened it, I found only the SIM card and some paperwork. The iPhone was completely missing.
What makes this particularly concerning:
Sparhandy's shipping confirmation explicitly lists both the iPhone and SIM card under the same DHL tracking number.
The invoice includes the iPhone and its IMEI.
The DHL shipping label states a weight of 0.41 kg.
I have photos of the packaging and everything inside.
The mobile contract is already active.
I've already contacted Sparhandy by email and phone. Their customer service told me to wait for a response, but I haven't received confirmation of an investigation yet.
I've also contacted CHECK24 by email.
My questions:
Has anyone experienced something similar with Sparhandy or DHL? How was it resolved?
Should I submit a DHL Schadensanzeige myself, or should Sparhandy handle it?
What happens if Sparhandy claims the phone was packed and shipped correctly?
What evidence should I preserve to protect myself?
Since the mobile contract is already active, what are my rights if the phone isn't delivered?
I would prefer to receive the iPhone rather than cancel the contract.
Any advice or experiences would be appreciated. Thanks!