Where is my order?
Two emails come from us. The first confirms your order straight away. The second arrives once your parcel is on its way and carries your tracking number.
If you have your tracking number, enter it on the courier's site. If you have an account with us, your orders are at your account page.
Before you worry
Tracking has not updated for a few days. This is normal and the most common thing people write to us about. Tracking often goes quiet for several days in transit, then jumps forward several stages at once. It does not mean your parcel is lost.
It has been a week and nothing has moved. Still within normal. Dispatch takes 1 to 2 working days, and UK orders usually arrive 7 to 12 working days after you order. Orders outside the UK usually take 10 to 20 working days, and can sit still for a while in customs.
No tracking email arrived. Check your spam folder first, then get in touch and we will resend it.
When to get in touch
Write to us if any of these apply:
- It has been more than 15 working days since you ordered, or more than 25 outside the UK
- Tracking says delivered but nothing has arrived
- Tracking has not moved at all in 10 days
- Your parcel arrived damaged
Use the form on our contact page and include your order number. You do not need to chase the courier yourself, we will do that.
And the guarantee, plainly: if your order has not arrived within 30 days, you get a full refund. No forms, no argument. That applies wherever you are.