Customer service
Order tracking
Where your parcel is, and what to do when the tracking goes quiet.
Your tracking number
It is sent by email when the parcel is collected, usually 24 to 48 hours after your order. Check your spam folder before writing to us.
Nothing is moving
A tracking page can stay still for up to five working days while a parcel crosses a hub or waits at customs. This is normal and rarely means anything is wrong.
After ten days of silence
Write to us with your order number. We open an investigation with the carrier, and if the parcel is confirmed lost we reship or refund in full.
Delivered but not received
Check with neighbours and any concierge first, then tell us within seven days. Insurance covers a confirmed non-delivery.