What happens if my order is delayed, missing, or lost in transit?Updated 3 days ago

If your order is delayed, please allow an extra 1–2 working days for delivery, particularly during busy periods such as public holidays, sales periods, or adverse weather conditions. You can track your order using the link provided in your dispatch email to monitor its progress.

If you believe your item is missing or has not been delivered, please follow these steps:

• Check with household members or neighbours – Sometimes, someone else may have received or collected the parcel on your behalf.
• Inspect around your property – Look in common delivery spots such as porches, gardens, or any sheltered areas.
• Look at reception or secure parcel locations – If you have a reception desk, parcel locker, or secure safe places designated for deliveries, check there.
• Verify with local courier or delivery service – If possible, contact the courier directly using the tracking information for additional updates or to request proof of delivery.

Once you’ve confirmed that the parcel has not been received, please contact our Customer Service team with your order details.

We will work with the courier to initiate an investigation. The investigation process may involve multiple checks, such as delivery confirmation, requesting photographic or signature proof of delivery (if available), and confirming recipient details and the accuracy of the delivery address. If necessary, we may escalate the case to courier loss prevention teams or law enforcement.

Please note that if the courier confirms the item is lost, we may offer a full refund or replacement. However, we reserve the right to thoroughly investigate all claims, and any false or fraudulent claims will be taken seriously, which could lead to account suspension or further action.