You'll receive an email or text when your order is on its way and you'll be able to track your order. If you haven't heard from us within the delivery time on your order confirmation email, please contact us and have your order reference number ready.
UK Deliveries
Step 1: Firstly, check to see if you have received an email from us, confirming that your order has been sent.
If your order has been sent via Royal Mail
This applies to most smaller packages that can usually fit through your letterbox and any order value under £50. Royal Mail’s procedure for lost items and incorrect deliveries are that we must wait 2 weeks before registering an item as lost. If your package goes missing and you would like us to send you a replacement within this 2-week period, we hope you understand that to prevent fraud, we will need to charge you for your item(s) again. If your package is subsequently officially declared as lost by Royal Mail, we will, of course, refund you for all lost item(s).
If your order has been sent via courier
This applies to all paid Next Day deliveries, and bicycles and bulky packages. Upon receipt of your order dispatch email, your order will have been sent on a Next Day service, our courier delivers between 9am - 6pm, Monday to Friday. In most cases, you will receive a one-hour window notification via SMS and/or email.
If your parcel is marked as delivered by the courier and you have not received it even after checking with your neighbours and in your Safe Place, or you have missing items, you must notify us within 10 days of your dispatch email.
If your parcel hasn’t been scanned by the courier or hasn’t had an updated scan, please notify us within 10 days of receiving your dispatch email so we can raise a parcel search with the courier.
Outside of this window, the courier will assume the parcel is delivered correctly and will not be able to start a lost parcel investigation.
Step 2: If you haven’t received an email confirming your order, then please email us or call us on 0333 006 8833 and one of our customer care team will be able to help you. Due to a high volume of phone calls, there may be a delay in answering your call.
International Deliveries
Please check to see if you have received an email from us, confirming that your order has been sent. If you have received an email, please check the status of the order by clicking the tracking link.
If you have any questions, please use our Help Centre.