my order not delivered

Have you ever called the hotline?
But maybe it's better to wait here for an answer from one of the mods. This can sometimes take a bit but all mods are very very nice and helpful.

The problem is ...
Do I understand correctly that you have already tracked that the package was sent? And now it seems like it actually got lost at DHL. That actually happens. But the package is pretty sure insured and it's not your fault.

If possible can you share any email address to complain my issue. Actually My Deutsch language is very poor. So I am struggling to contact hotline. 

@o2_Jelena 

Hello @liginkallarackal,

thank you for your enquiry and welcome to the community!

A special thank you to @Triskilia and @SethVanDoom for your quick support!

Quick question for you, @liginkallarackal: have you already contacted DHL and asked them directly where the delivery has gone?
Unfortunately, I can't make a statement about this off the cuff right now because I can't look at your data.
In order to be able to do this for you, I must ask you to write us a private message to our collective account @o2_Support. This message must contain the following information: your phone number, your personal 4-digit customer code and your full name. If any of this information is not available, please use your full name, date of birth and address. All this is for legitimation so that we can check your customer data.
But as I said: only by private message, not here publicly in your thread!
All you have to do is reply to my private message, which you will receive from our account @o2_Support in the next few minutes. You can access your inbox directly here: Inbox.

Kind regards
Jessica

_____________
Edit o2_Jessica: Forgot the link to our collective account.

Thanks a lot for your great support. Really thankful for the members of the O2 community for your consideration and guidance to solve my issue. Thanks  

I have the same problem with the previous one.My order was returned back to O2 and now i have to order again.I contacted twice the English customer service without any positive result.I went to the store that i made the contract but no avail.I havent experienced anything similar in my life.Never before had  came against with a company  that doesnt want to sell me its products.What should i do?Begging?Its been a month since i did the contract and i still have no cellphone.My last chance is to order again online  but they ask a 4 digit PIN which i dont have!

The icing on the cake,  is that the offer of  Samsung galaxy flip with watch 4 is about to expire(and that was the sole reason i did the  contract first place).I apreciate  any kind of help. 

The phone returned and the customer support told me that i should buy online another one ,which i did.They also told me rediculus excuses for why the O2 company asked  the phone to return( security reasons ...!).In case the second one returns again, because i wont be at home ,i will ask for legal aid.I will not download any  kind  of DHL app nor i stay outside my door waiting for the courier to pass by.I have an awful experience so far. 

Why they not left it in a DHL shop so i can go and pick it up.They can also deliver the item in the afternoon or on Satarday ,or they can just phone me!Sorry but im not responsible for the delivery proccess.