Which Portuguese phrases matter most here?

“Diz que foi entregue, mas não recebi nada.” (It says delivered, but I received nothing); “Onde está a minha encomenda?” (Where is my parcel); “Pode dizer-me o seu nome?” (Can you tell me your name). The full list is above.

Can I hear how they sound?

Not yet: this page has no recordings so far. Each phrase comes with its meaning in English.

How can I practise this conversation?

Press “Start the conversation” above to play it through and choose your replies, with a note on why some fit better in Portugal. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Portuguese phrases for a missed or lost delivery in Portugal

Phone the courier and say what happened: “Diz que foi entregue, mas não recebi nada”. Give your name when asked, spelling it slowly: “Vou soletrar devagar”. Ask where the parcel is, and for proof of delivery: “Preciso de um comprovativo de entrega”. If a neighbour may have it, knock and ask: “Tem alguma encomenda para mim?”.

Try it · about two minutes

Your online order says delivered, but nothing came, so you phone the courier to find out where the parcel went.

You choose what to say back, and Frasa tells you why it works.

How does the conversation usually go?

The tracking page says your parcel was delivered yesterday, but nothing came. You phone the courier’s customer service.
You
Diz que foi entregue, mas não recebi nada.
It says delivered, but I received nothing.
Courier agent
Pode dizer-me o seu nome?
Can you tell me your name?
You
Deixe-me soletrar o meu nome.
Let me spell my name.
Courier agent
Vou colocar a chamada em espera.
I’m putting the call on hold.
You
Posso esperar, se não demorar muito.
I can wait if it won’t take long.
Courier agent
Agradeço a espera.
Thank you for waiting.
You
Onde está a minha encomenda?
Where is my parcel?
Courier agent
O estafeta diz que deixou a encomenda com um vizinho.
The courier says he left the parcel with a neighbour.
You
Preciso de um comprovativo de entrega.
I need proof of delivery.
Courier agent
Pode dar-me o seu e-mail?
Can you give me your email?
You
Vou soletrar devagar.
I’ll spell it slowly.

Which Portuguese phrases do you need?

Diz que foi entregue, mas não recebi nada.
It says delivered, but I received nothing.
Onde está a minha encomenda?
Where is my parcel?
Pode dizer-me o seu nome?
Can you tell me your name?
Deixe-me soletrar o meu nome.
Let me spell my name.
Vou soletrar devagar.
I’ll spell it slowly.
Pode dar-me o seu e-mail?
Can you give me your email?
Posso esperar, se não demorar muito.
I can wait if it won’t take long.
Preciso de um comprovativo de entrega.
I need proof of delivery.
Posso escolher outra data de entrega?
Can I choose another delivery date?
Onde posso levantar a minha encomenda?
Where can I collect my parcel?

What is worth knowing in Portugal?

On the phone

1
Have your order or tracking number ready before you ring.
2
Give your name, and spell it slowly if asked.
Vou soletrar devagar.I’ll spell it slowly.
3
Ask where the parcel went, and for proof of delivery.
Preciso de um comprovativo de entrega.I need proof of delivery.
4
If it can be sent again, choose a new date.
Posso escolher outra data de entrega?Can I choose another delivery date?

Ask next door

Couriers sometimes leave a parcel with a neighbour. Before you phone, or straight after, it is worth knocking on a few doors.

Tem alguma encomenda para mim?

Do you have a parcel for me?

Pickup points

If the courier couldn’t deliver, a notice often says where to collect the parcel. You may be asked for photo ID.

Onde posso levantar a minha encomenda?

Where can I collect my parcel?

Questions about this situation

Which Portuguese phrases matter most here?: “Diz que foi entregue, mas não recebi nada.” (It says delivered, but I received nothing); “Onde está a minha encomenda?” (Where is my parcel); “Pode dizer-me o seu nome?” (Can you tell me your name). The full list is above.
Can I hear how they sound?: Not yet: this page has no recordings so far. Each phrase comes with its meaning in English.
How can I practise this conversation?: Press “Start the conversation” above to play it through and choose your replies, with a note on why some fit better in Portugal. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Related situations in Portuguese

All situations in Portuguese

Practise these phrases in Frasa

Frasa is an iPhone app for the conversations in front of you. Save phrases like these, rehearse them out loud, and they come back until they stick.

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AI-generated. May be inaccurate.