My order says delivered but I have not received it
If your tracking says your order has been delivered but you cannot find the parcel, we’re sorry for the worry. Delivery scans can sometimes appear before a parcel is handed over, or a parcel may have been left somewhere unexpected.
Please check the steps below, then contact us if the order still has not arrived.
Who this applies to
This article is for orders that have been shipped and now show as delivered on the carrier tracking page, but have not been received by you.
If your order has not been marked as delivered yet, please see our guidance on delayed orders instead.
What to check first
Check the full tracking page
Open the tracking link from your dispatch email or account page and check whether the carrier has shared any delivery details, such as a safe place, photo, delivery note, or collection point.Check around the delivery address
Look in any safe places where parcels are usually left, including porches, mail rooms, reception areas, parcel boxes, or behind bins/gates.Check with other people at the address
If you used a work address, shared building, student accommodation, or flat, please check with reception, colleagues, housemates, neighbours, or anyone else who may receive post for you.Check whether the parcel is still due to arrive
Occasionally a parcel can be scanned as delivered shortly before it is physically handed over. If the tracking has only just updated, it may still arrive later the same day.
Still missing? Contact us
If you have checked the tracking and delivery address but still cannot find the parcel, please get in touch and we’ll review the order and tracking information for you.
To help us look into it quickly, please include:
your order number
the email address used for the order
the delivery address
the tracking number or tracking link, if available
what the tracking says
where you have already checked
any delivery photo, safe-place note, or carrier message you can see
If your order is delayed, not delivered
Once an order has shipped, we allow 15 business days for domestic deliveries and 30 business days for international shipments. We hope your order arrives well before then, but if it has not arrived within that time, please contact us so we can help.
What happens next
Once you contact us, our support team will review the order details and the available tracking information. The options available can vary depending on the carrier, delivery status, destination, and order details, but we’ll do what we can to help resolve it.