Message us here, or email [email protected], with your order number or tracking number and a short note on what has gone wrong. A parcel that has stalled is frustrating, and a courier trace is usually what sorts it out.
Include whatever of this you have:
The order number, the tracking number, or both.
What the tracking last showed, and on what date.
The delivery address as it should read.
Photographs, if the parcel or the contents arrived damaged.
We open a case with the courier and write back as soon as they respond. Couriers set their own timescales for a trace, so we cannot promise a date, but we will tell you where it stands rather than leave you waiting.
A few things worth checking first, in case yours is one of them:
The parcel may not be late yet. Orders are dispatched within 48 to 72 business hours, and transit after that is usually one to two weeks, though it varies by destination and is never guaranteed.
The tracking page has gone quiet. Gaps of several days are normal in transit and around customs. We normally wait until a tracking page has been silent for 15 business days before chasing the courier, and Why is my tracking status not updating? explains why.
Part of the order arrived and the rest has not. Orders can ship in more than one parcel, each with its own tracking and at no extra cost to you, so it is worth checking your emails for a second tracking number. Why did my order arrive in more than one parcel? covers this.
If the parcel looks genuinely lost rather than late, "What happens if my package gets lost?" sets out what we do next.