Order & delivery FAQs

After your order is dispatched, it can take up to around 11 days for the first tracking update to appear. If there’s still nothing showing about 12 days after dispatch, get in touch and we’ll look into it for you.

While a parcel clears customs it can be held for inspection. If yours is held, you may need to contact your local customs office to help complete the clearance.

Reach out to us and we’ll help you find the contact details for the carrier delivering in your area.

A few different wordings all mean your parcel is ready, or being arranged, for collection or delivery:

• Awaiting collection
• A delivery attempt was made
• Trying to contact you by phone to arrange delivery
• Waiting for withdrawal
• First notification to recipient
• Noticed
• A reminder has been sent to the recipient
• …and similar wordings

A delivery delay is often down to an incorrect address or phone number on the order. If that might be the case, contact your local post office to update your details, or reach out to us and we’ll help.

This usually just means the destination country hasn’t pushed a new scan through yet. We suggest checking with your local post office, or contact us and we’ll chase it up.

No. The wording depends on why it was returned:

• Not collected in time, it may show as Unclaimed or Storage term expired
• Unclear address or phone number, it may show as Unsuccessful delivery
• Held during a security check, it may show as Item detained and returned to sender

Hang tight, a parcel can still be on its way even when tracking looks quiet for a bit. This can happen because:

• The carrier stops scanning after a certain point
• A scan was simply missed
• The parcel is running late in transit

If it’s been longer than you’d expect, contact us and we’ll confirm what’s going on with your parcel. If it’s already turned up, please ignore this.