What if something goes wrong with my delivery?Updated 8 days ago

What if something goes wrong with my delivery?

It's very rare, but occasionally a parcel can be delayed, go missing or be returned to sender somewhere along its journey. While this is outside of our control, we know how frustrating it is, and we're always here to help put things right.

Before you get in touch

- Royal Mail deliveries: please allow 5 working days from your order being dispatched, as Royal Mail parcels can sometimes take a little longer while they're put back on track

- International deliveries: tracking can pause for a few days while parcels pass through sorting hubs and customs. Our courier partners need at least 10 working days between tracking scans before they can open an investigation, so we're unable to step in before then

- Double-check the delivery address on your order confirmation email, just in case

If it's been longer than this

Our couriers don't always let us know when something's gone wrong, so please get in touch and tell us. Email [email protected] with your order number, and our team will contact the courier to find out what's happened. We'll keep you updated along the way, and if needed, we'll re-issue your order, so you won't be left in the dark.