Frustrating, and usually solvable. In many cases a parcel marked delivered has been left somewhere close by rather than lost, so it is worth a short search before anything else.
1. Check around you
Ask everyone else in the house. Parcels get brought in and put down more often than you would think.
Ask your immediate neighbours, and the flats above and below. Couriers frequently leave parcels next door without a card.
Check anywhere out of sight: behind a gate, bin or planter, in a porch, a shed, or over a fence.
Check with a concierge, post room, reception or parcel locker if your building has one.
Look at the tracking page itself for a delivery photo or a signature name — that often shows exactly which door it went to.
It is also worth giving it 24 hours. Couriers sometimes scan a parcel as delivered at the end of a round and deliver it the next morning.
2. Tell us, and we will chase the courier
If it has not turned up, message us here, or email [email protected], with your order number, the email address you used and the tracking number. We open the case with the delivery company and keep you posted. They hold the driver’s GPS record and the delivery photo, and in a lot of cases they locate the parcel at a neighbour or an adjacent address the same day.
You can also call the delivery company yourself with the tracking number if you would rather not wait. Some will go through the delivery record with the recipient; others will only discuss it with the sender, which is us. If you do get through, tell us what they said and we will carry on from there.
What happens then. If a parcel has genuinely gone missing, been delivered to the wrong address, or otherwise not reached you because of an error by the courier, we send you a replacement at our own expense. We then settle the claim with the delivery company ourselves. That is our problem to chase, not yours — you should not be left out of pocket or stuck in the middle of it.
If your order came in more than one parcel, one tracking number can show delivered while another is still moving — see Why did my order arrive in more than one parcel? If no delivery scan ever appeared, that is a different situation: What happens if my package gets lost?