If you think your order may be lost and the full delivery timeframe has passed (as outlined here), please follow the steps below:
1. Check your order confirmation email: After placing your order, you will have received a confirmation email containing your order details and tracking number. If you cannot locate this email, check your Spam and Junk folders.
2. Track your order: Use the tracking number provided in your shipping confirmation email to check the status of your order. Visit the courier's website and enter your tracking number to see your parcel's latest updates. If you can click further to view 'local tracking', this will show the most accurate information.
3. Confirm your shipping address: Ensure the shipping address provided at checkout is correct. Orders can often be delayed or misdelivered due to incorrect or incomplete delivery addresses.
4. Look for delivery attempt notices: If you were not home at the time of delivery, your courier may have left a note to indicate that your order is waiting at a local depot, or has been rescheduled for delivery at a later date.
5. Contact the courier: If your tracking information is unclear or hasn't updated for more than 7 days, please reach out to the courier directly. They will be able to provide more detailed information on the status of your parcel.
6. Allow for possible delays: External factors like weather conditions, high shipping volumes during busy periods, or customs processing for international orders may cause delays.
If you have followed the above steps and are still unable to locate your order, our Client Services team will be happy to help. Please contact our team with the following information:
- Order number, Email Address, Shipping Address and Phone Number linked to the order
- Tracking information
- Any previous correspondence with the courier
We are committed to ensuring you receive your order as quickly as possible and we appreciate your patience and understanding.