My order hasn't arrived — what should I do?

Order not arrived?

We're sorry to hear your order hasn't arrived as expected. Here's what to do.

First, check your tracking

1. Check your dispatch confirmation email for a tracking link.
2. Click the link to view the latest status from our courier.
3. If the status shows Delivered but you haven't received it, check with neighbours and any safe places around your property.

Common reasons for delays

• High demand periods — During busy periods (e.g. bank holidays, sale events), deliveries may take 1–2 extra business days.
• Incorrect address — Check your order confirmation to ensure your delivery address is correct.
• Access issues — Our courier may have been unable to access your property. Check for a missed delivery card.
• Made-to-order items — These have longer lead times confirmed at checkout.

💡 Tip: Allow until the end of your estimated delivery date before contacting us — couriers deliver up to 9pm.

When to contact us

If your order is more than 2 business days late and tracking shows no update, please submit a delivery issue with your order number and we will investigate with our courier immediately.