My delivery hasn't arrived yet, where is it?Updated 6 months ago

What to Do If Your Order Is Late

We understand how frustrating it can be to wait for an order that hasn't arrived on time. Here’s what you can do if your order is delayed:

Check the Estimated Delivery Date: Refer to the email provided by the courier for the estimated delivery date. This will give you the most accurate information about when your order is expected to arrive.

Track Your Order: Use the tracking number provided in your shipping confirmation email to check the status of your delivery. This will give you the most up-to-date information on where your package is.

Check with the Courier: Sometimes, couriers might experience delays. Visit the courier’s website or contact them directly using the tracking number to get more information about your delivery status.

Reporting a Missing Order

If your order is significantly delayed or if the tracking information shows that it has been delivered but you haven't received it, follow these steps:

Verify the Delivery Address: Ensure that the address you provided during checkout is correct. You can check this in your order confirmation email or by logging into your account.

Look for a Delivery Attempt Notice: The courier might have left a notice if they attempted delivery while you were away. Check around your property and ask neighbours if they might have accepted the package on your behalf.

Wait 48 Hours: Sometimes packages can show as delivered up to 48 hours before they actually arrive. If your package is marked as delivered but you haven't received it, please wait 48 hours before taking further action.

Contacting Customer Support

If you’ve followed the above steps and still haven’t received your order, please get in touch with our customer support team. We’re here to help resolve any issues promptly.

Email: [email protected]

Phone: 020 3394 0152 (Monday to Friday, 9 AM to 8 PM and Saturday to Sunday 9 AM to 5 PM)

Live Chat: Available on our website during business hours

Information to Provide

When contacting customer support, please have the following information ready to help us assist you as quickly as possible:

Your order number

Your full name

The delivery address

Details of the issue

We will investigate the matter and work to resolve it promptly, whether that means resending the order, issuing a refund, or offering another suitable solution.