My tracking says “Delivered,” but I haven’t received my parcel
Sometimes a parcel is left in a safe place, with a neighbour or at a collection point. Please:
Check around your property, including any safe places where the courier could have left it.
Check for a delivery card, email or notification from the carrier.
Open your tracking link and look for a delivery photo or a note showing where the parcel was left.
Ask your neighbours or building reception whether they accepted it for you.
If you still cannot find your parcel, contact us through chat or email and include your order number. We’ll review the delivery information and investigate with the carrier.
If non-delivery is confirmed, we’ll arrange a suitable solution, such as a replacement or refund.
My parcel is delayed or the tracking hasn’t updated
If your parcel is taking longer than expected:
Check the latest update through your tracking link.
Compare its progress with the estimated delivery time for your country on our Shipping & Delivery page.
Check whether the carrier has requested any action, such as providing information or arranging collection.
International deliveries can take longer when customs checks are involved.
If the estimated delivery window has passed or your tracking has not updated for seven working days, contact us through chat or email. Include your order number so we can check what is happening and explain the next steps.
The courier couldn’t deliver my parcel
Check your tracking information or the carrier’s notification to see what happens next. Depending on the carrier, they may attempt delivery again or leave your parcel at a collection point.
If redelivery or collection is available, follow the carrier’s instructions. Delivery attempts and collection deadlines vary, so check the deadline shown in your notification.
My parcel is being returned to sender
If tracking shows that your parcel is being returned to us, contact us through chat or email. We’ll check the tracking information and help you arrange a one-time resend or a refund.
Before requesting a resend, please confirm that your delivery address and contact details are correct.
How do I arrange a resend or refund?
Reply to our returned-to-sender email within seven days, or contact us through chat or email with your order number and preferred option.
Resends and refunds are not processed automatically when tracking shows a return. Please get in touch so we know which option you would like and can arrange the next steps. If we do not hear from you, we’ll wait for you to contact us before proceeding.
What if the resent parcel is returned again?
An order returned to sender can be resent once only. If the resent parcel is also returned, contact us through chat or email to arrange a refund. We will not send the order again.
The original shipping cost may be excluded from the refund, depending on why the parcel was returned. We’ll explain what applies to your order when we review your case.
My order arrived damaged or something is missing
We’re sorry your order didn’t arrive as it should. Contact us through chat or email as soon as possible and include:
Your order number.
A description of what is damaged or missing.
Clear photos of the items received and the outer packaging.
A close-up photo of any damage, if applicable.
If you no longer have the packaging, please let us know.
We’ll review the details and arrange an appropriate solution, such as a replacement or refund. We cover the costs of resolving damage or missing items caused by a carrier or fulfilment error.