What happens if my order is delayed, missing, or lost in transit?Updated a month ago

If your order is delayed, we recommend allowing an extra 1–2 working days, especially during peak times like bank holidays or sales periods. You can track your order using the link in your dispatch email.

If your item appears to be missing or hasn’t been delivered, please first check with household members, neighbours, around your property, and at any reception or safe places. Once you’ve confirmed it hasn’t been received, get in touch with our Customer Service team.

We’ll then begin an investigation with the courier. This may involve a series of checks and require you to confirm that the item wasn’t received. In some cases, the matter may be escalated to courier loss prevention or law enforcement.

If the courier confirms the item is lost, we may offer a full refund or replacement. Please note: false or fraudulent claims will be taken seriously and may lead to account suspension.