If your tracking says your order has been delivered, but you cannot find it, please check a few places first. Sometimes parcels are delivered to a neighbour, household member, safe place, or nearby pick-up point.
What to check first
Before contacting us, please check:
Around your delivery address, including your mailbox, porch, entrance, or safe place
With neighbours or household members
Your local pick-up point or parcel shop
The tracking page, in case the carrier added extra delivery details
Any delivery photo or proof of delivery, if available
Carriers can sometimes mark a parcel as delivered shortly before it is physically handed over or while it is being redirected to a nearby location.
In our experience, most parcels that are marked as delivered but cannot immediately be found turn up within 3 days. If the delivery update is recent, we recommend waiting up to 3 days while continuing to check the locations listed above.
If you still cannot find your order
If your parcel is still missing after checking the places above and waiting 3 days from the delivery scan, please contact our Customer Support team.
To help us review this quickly, please include:
Your order number
Your tracking number
Confirmation that you checked with neighbours, household members, and nearby pick-up points
A short description of what happened
Any proof of delivery, delivery photo, or carrier message you can see in the tracking
What happens next
Once we receive your message, our team will review the delivery details.
Depending on the situation, we may check the tracking information, contact the carrier, or start an investigation into the delivery.
We’ll keep you updated and let you know the best next step once we have reviewed the available information.
Possible solutions
If the parcel cannot be located and the issue is confirmed, we’ll help arrange the most suitable solution.
Depending on the outcome, this may include:
A replacement order
A refund
Another solution required for your situation
The exact solution may depend on the carrier investigation, the delivery details, and the circumstances of the order.
When to contact us
Please contact us if your tracking says delivered, you have checked the places listed above, and 3 days have passed since the delivery update without receiving your parcel.
You can reach us via Live Chat on our website or by emailing [email protected].