Lost or Missing Deliveries

If you recently placed an order and you're wondering why you haven't received it yet, you should first check whether we've despatched it to you by logging into your account and reviewing the status of your order.

If you haven’t cancelled your order, your goods will either be: Despatched, Fulfilment in Progress, On Hold, or Backordered.

Check that the delivery address details provided were correct and there were no typing errors or mis-spellings particularly with regards to the post code.

This means your order left our fulfilment centre on the date specified.

• For deliveries within the UK, although the vast majority of orders are delivered within 2 working days of despatch (and most sooner than that) please allow 5 working days for delivery from this point before contacting us. You can track your order online at www.parcelforce.com or by contacting Parcelforce directly on 0870 850 1150 and quoting your unique tracking number which Parcelforce will have emailed you shortly after collecting your goods from us - all parcels are first collected from our warehouse, and then taken to Parcelforce's distribution depot. At this point all parcels are processed and assigned a unique tracking number which is then emailed to you. Please do not hesitate to contact us if you encounter any further problems, we will endeavour to find out the status of the delivery on your behalf.

• For deliveries to Europe and the rest of the world, allow 7-10 working days for delivery before contacting us.

Despite our own best efforts, there can sometimes be unforeseen delays in delivery. It may be worthwhile contacting your local postal sorting office as it's possible they've already tried to deliver your package, but were unable to.

If 15 working days pass without a delivery we can register the parcel as lost and we will either send you out a new parcel or offer you a full refund.

If your order is On Hold, although it has been accepted into the system we can not send the goods out yet as there is a query about your payment details. We need you to call us to verify your details before we can release the order you can call us on 07000 256 447 (+44 121 237 5510 for international customers) Monday to Friday 10am-5pm UK time. Please call us as soon as possible, as without the verification of your details over the phone we can not despatch your order.

This means that the item you ordered was not found at the point of picking, but that we are expecting a new delivery of stock shortly. This can happen due to inaccuracies in our stock database which we try as hard as possible to keep to a minimum. We are making every effort to locate the goods from our suppliers and will keep you up to date. If you have any queries about your backordered item(s), or are unprepared to wait for the goods to arrive with us, our customer services team will be happy to help. They are available between 10am and 5pm weekdays on 07000 256 447 or +44 121 237 5510 (for International customers). Our policy is to let you know within 5 working days if any of your ordered items have been backordered and when you can expect your goods.

This means your order hasn't yet been handed over to our carriers. If it has been more than 24 hours since you ordered there are several reasons why your goods may not yet have been despatched. If it has been more than 2 working days since you ordered with us and your account still states that your goods are awaiting despatch, please feel free to chase up your order and we will amend the status of your order as soon as we can.

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