We're really sorry to worry you - rest assured, as long as you've received your shipment email then your order has definitely been dispatched.
Please remember, we're a UK based company so all orders are dispatched from our UK distribution centre.
We hand all of our international mail over to a company called FCB who are then responsible for transporting it through customs.
Once your parcel has made its way through customs, it's then handed to a local courier e.g. FedEx. FCB partner with hundreds of couriers around the world and select the most reliable courier and route at the time.
You can still track your order by entering your tracking number here. Your international tracking number (also known as FIC) will start with OHP followed by 17 numbers, for example OHP12345678912345678.
To view your local tracking, head to "View More Tracking" on the website.
If the most recent update states they haven't received anything yet or they've only received the digital label, don't worry - FCB hasn't been handed over to them (local courier) yet.
It's also worth noting that most parcels are delivered within 5 days of clearing customs.
You can also track your order on our website. Head to "Track My Order" at the bottom of every website page under "Information". You'll just need your order number.
Still need help? Please get in touch by simply clicking the 💬 icon which can be located at the bottom left corner of the page. Make sure to have your details at the ready!
Polly the bot will be more than happy to assist you with your query.