What if I don’t receive my order?

If your order has not arrived within the estimated delivery timeframe, check the tracking link in your dispatch email for updates, attempted deliveries or collection instructions.

If tracking is unclear or your delivery appears overdue, email [email protected] with your order number and tracking details. We’ll investigate with the carrier and help resolve the issue.

You can also contact the carrier directly for delivery updates, but you do not need to resolve the matter with them yourself before asking us for help.

Tracking says “delivered”, but my order is missing

Please check:

Your nominated safe place and other accessible delivery locations.
Whether someone in your household or an authorised recipient accepted it.
Any delivery photograph or instructions shown in the tracking.

If you still cannot locate your order, contact us promptly. We’ll review the delivery records and your instructions with the carrier. A “delivered” scan does not automatically settle a missing-parcel claim.

What if I gave authority to leave?

If your order was correctly left in accordance with your express authority-to-leave instructions, you may bear the risk of subsequent theft or loss.

This does not remove our responsibility for goods lost or damaged before proper delivery, delivery to the wrong address or failure to follow your instructions.