We're sorry your delivery hasn't gone smoothly. Below you'll find guidance for the most common delivery issues — find the situation that matches yours and follow the steps.
My tracking says 'Delivered' but I haven't received anything
Before contacting us, please check the following:
Check around your property — couriers sometimes leave parcels in safe spots (porch, garage, side gate) or with a neighbour.
Check for a delivery card or notification from the carrier — this will tell you if the parcel was left at a collection point or neighbour.
Check your tracking link for a photo or confirmation note left by the courier.
Ask neighbours if they accepted the parcel on your behalf.
If you've checked all of the above and still cannot locate the parcel, please contact us via the Help Button on our website. We will investigate with the carrier on your behalf.
If the investigation confirms non-delivery, we will arrange a resend or refund in line with our One-Time Resend Policy.
My package is stuck in transit or delayed
Delays can happen for several reasons — customs processing, busy periods, or carrier backlogs. Here's what to do:
Check your tracking link — if the status has updated recently (even without moving), your parcel is still in the network.
Allow a little extra time if your order is international — customs clearance can add several business days and is outside our control.
Compare your order's progress against the expected delivery window for your country. You can find this in the Shipping Times by Country article.
If your tracking has shown no movement for more than 10 business days beyond the expected delivery date, please contact us via the Help Button and we'll investigate.
The courier couldn't deliver and I need to rearrange
Carriers typically attempt delivery at least once. If they couldn't reach you, they will either:
Reattempt delivery up to 3 times, or
Hold the parcel at a collection point or delivery office for 7–10 days before returning it to us.
To rearrange your delivery, log in to your carrier's website or app using the tracking number from your shipping confirmation email. Most carriers allow you to choose a new delivery date, redirect to a neighbour, or hold at a local depot.
Important: If your parcel is returned to us because it wasn't collected or redelivery wasn't arranged in time, we'll resend it once for free upon request. If it's returned a second time, a reshipping fee applies — or we can issue a refund minus the original shipping cost. See our One-Time Resend Policy for full details.
My order arrived damaged or with items missing
We're really sorry to hear this. Please get in touch with us via the Help Button as soon as possible and include:
A photo of the damaged packaging or the items received
Your order number
A description of what's missing or damaged
We'll review your report and arrange a replacement or refund as quickly as possible. We cover all costs when items are damaged or missing due to a carrier or fulfilment error.
Still need help?
Use the Help Button on our website to contact our Customer Support team. Please have your order number and tracking link ready — this helps us resolve your issue faster.