What do I do if my order says delivered but I have not received my order?

If you have received an email stating that your parcel has been delivered but have not yet received it, there are a few steps you can take:

1. Check Safe Places: Look around your delivery location for any possible "safe places" where the parcel may have been left. This could include behind a bin, under a plant pot, or any other area hidden from street view.

2. Check with Neighbours: It’s also worth checking with your neighbours in case the parcel was mistakenly delivered to them and they haven’t yet had a chance to return it.

3. Review Tracking Information: Check the parcel’s tracking using the tracking number provided in the despatch email for your order. The tracking page may include a delivery photo, which can help you identify where the parcel was left. Additionally, there is often a map showing GPS coordinates of the delivery location. Please compare this with your actual address to confirm whether the parcel was delivered to the correct location. If it appears to have been delivered elsewhere, consider visiting that location (if nearby) and asking if anyone has received your parcel.

If you are still unable to locate your parcel after following these steps, please contact our Customer Support Team by creating a ticket through the Contact page on our website. Our team will do their best to assist you.

Important: We are unable to raise a case for a missing parcel until seven business days from the intended delivery date. This is because the parcel may still arrive or be returned by someone who received it in error. Please wait the full seven days before contacting us about a missing parcel.