We’re sorry if your parcel hasn’t arrived when expected. If your tracking hasn’t updated, or your order seems to be lost in transit, please follow the steps below so we can help you as quickly as possible.
What to do if your tracking hasn’t updated?
Please check the tracking link in your dispatch email first. In some cases, the courier may have scanned your parcel late, so the tracking can appear stuck for a short time even though the parcel is still moving. If there has been no update for 3–7 working days for standard delivery, or 2–5 working days for next-day delivery, and your parcel still hasn’t arrived, contact our Customer Experience team as soon as possible with your order number and any tracking details you have.
How to contact the Customer Experience team
You can contact us through live chat or by creating a support ticket, or by using the contact form on our support site at HERE. Please include your full name, order number, delivery address, and a summary of the issue so we can investigate without delay.
What happens next:
Once we hear from you, we’ll review your order details and contact the courier to investigate the parcel’s last known location and delivery status. We may ask you to confirm your delivery address or provide any extra information that could help us trace the parcel. Investigations can take up to 5 working days to complete, depending on the courier and the stage of delivery. We’ll keep you updated and let you know if we need anything else from you.
Your resolution options
If your parcel is confirmed as lost in transit, we’ll work with you to put things right as quickly as possible. Depending on stock availability and your preference, we can offer either a replacement or a refund. If we issue a replacement, we’ll confirm the new dispatch details with you. If we issue a refund, we’ll process it back to your original payment method.
Please allow 3–5 working days for the funds to appear in your account after the refund has been completed.
What you can expect
We understand how frustrating this can be, and we’re here to help. If your parcel is delayed but not yet confirmed as lost, please continue to monitor tracking while we investigate. If anything changes, we’ll let you know as soon as possible.
What if my order is lost in transit?
