I haven't received my orderUpdated 2 months ago

I Haven’t Received My Order

If your order hasn’t arrived when expected, don’t worry - here’s a step-by-step guide to help you track it down.

Step 1: Check Your Order Confirmation & Tracking

Before contacting us, please:

• Double-check your order confirmation email to ensure the items, address, and delivery method are correct.
• Check your tracking number if available - this will show the latest updates on your parcel.

💡 Tip: Sometimes tracking information can take a few hours to update after the courier has scanned the parcel.

UK Orders

• Standard Delivery (2 working days): Remember that orders placed after 2 PM or on weekends/bank holidays are processed the next business day.
• Next Day Delivery: Check the time your order was placed - orders after the 2 PM cut-off may be delivered the following working day.

If your tracking shows the parcel as delivered:

• Check proof of delivery images if available.
• Look in safe places around your property (porch, side door, garage, etc.).
• Check with neighbours - sometimes parcels are left with them.

If after checking the above you still cannot locate your order, contact our team at [email protected] with your order number and any tracking information.

International Orders

• Delivery times can vary depending on your country and customs processing.
• Use the tracking number provided to check your parcel’s progress.

If your tracking shows delivered:

• Check with your local postal service or courier for proof of delivery.
• Look in any safe locations where parcels may be left.
• Ask neighbours or building reception if applicable.

⚠️ Important: Customs processing may occasionally delay deliveries, and in some countries, carriers leave parcels at collection points rather than delivering directly.

Next Steps

If your order still hasn’t arrived after following the steps above:

• Contact us at [email protected].
• Include:
  • Your order number
  • Your tracking number (if available)
  • Any relevant details (scans, proof of delivery, or attempted delivery notifications)

Our team will investigate and advise on the next steps.