We’re really sorry to hear you haven't received your order, even though your tracking shows it as delivered.
Please note that if you are not home to receive your parcel, some carriers may leave it on your doorstep. If you won't be available, please use your tracking link to select a preferred safe place or divert your parcel. Choosing a safe place helps ensure a successful first-time delivery and avoids doorstep drops.
When to Report a Missing Parcel
Tracking shows "Delivered," but the parcel isn't there.
The delivery photo does not match your property or show the parcel clearly.
Household members, neighbours, or reception desks do not have it.
You have evidence of theft (e.g., CCTV footage, witness statements, or a police report).
Steps to Take First
Check tracking details: Review the delivery photo and drop-off location notes.
Search your property: Look around porches, side gates, garages, and safe places.
Check with others: Ask neighbours, housemates, or building staff if they accepted it.
Wait 24 hours: Couriers sometimes scan parcels as delivered slightly early.
How We Can Help We can launch a formal investigation with the carrier within 28 days of your delivery confirmation email. This allows us to request a depot search and interview the driver. If you suspect theft or a misdelivery to an unknown address, you may also need to report it to local authorities or the carrier directly.
Contact Us To get started, click the 💬 chat icon at the bottom corner of the screen to speak with our virtual assistant. Please have the following details ready:
Full name and email address on the order
Shipping address
Last 4 digits of the card used for payment
A brief message stating you have not received your parcel