It is understandably frustrating when you do not receive your order when expected, and we sincerely apologise on behalf of our courier services for any unexpected delays in your parcel’s delivery. We appreciate your understanding and patience in these situations, which are often outside of our control.If it has been a long time since you placed your order and you still have not received your delivery, there are a couple of steps you can take to help resolve the issue:
1. Check your parcel’s tracking:
Please access your order’s tracking information using the tracking number provided in your dispatch email. This will allow you to see any updates regarding an upcoming delivery or a missed delivery attempt. In cases where there have been multiple failed delivery attempts, couriers may require you to rearrange the delivery to ensure the next attempt is successful. If this applies to you, instructions for rescheduling will be provided on your parcel’s tracking page.
2. If the tracking hasn't updated in over seven working days:
If your tracking information has not been updated for more than seven working days, and you still haven’t received your parcel, please contact our Customer Support Team by submitting a ticket via the ‘Contact’ page on our website. Our team will be happy to assist you in resolving the issue.
Important note:
We are unable to raise a case for a missing parcel until seven business days have passed since the last tracking update. This is because delays may still occur, and your order could still be in transit. We kindly ask that you wait the full seven business days before contacting us regarding a missing delivery.
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