My parcel hasn't arrived or is late: what should I do?Updated 3 hours ago

First, check your parcel tracking using the link sent by the courier via email or SMS. This will show your parcel's current location and expected delivery date.

Estimated transit times (once dispatched)

United Kingdom:

Royal Mail or FedEx (Home Delivery): 3 to 5 working days.

Please note that customs clearance procedures may occasionally cause slight delays.

Republic of Ireland:

DPD Predict (Home Delivery): 3 to 5 working days

DPD Pick-up Point: 3 to 5 working days

For delivery rates and times to other destinations, please contact us at [email protected].

Tracking shows “Delivered” or “Available”, but you haven't received it?

Marked as “Available” at a pick-up shop: Visit the parcel point in person and kindly ask the staff to check their physical shelves—not just their computer terminal. Parcels are often unloaded before being logged onto the scanner.

Marked as “Delivered” to your address: Please check your letterbox, safe places around your property (porch, shed, meter cupboard), and check with your immediate neighbours or building concierge/caretaker.

When should you contact us?

Please get in touch with our team at [email protected] (if possible with your order number) if:

• Your tracking has remained inactive or un-updated for more than 2 working days.
• The estimated delivery window has passed.

What happens next?

We will promptly open a claim with the courier to trace your parcel.

The carrier will check with their local depot and delivery driver to establish what happened. We will keep you informed throughout the inquiry and ensure you receive either your items or a full refund.