Order marked as delivered, but not received

If your tracking shows that your order has been delivered but you haven’t received it, please try the following steps first:

1. Check around your property
   Couriers sometimes leave parcels in safe places such as porches, garages, or behind bins.

2. Check with neighbours or building management
   Your parcel may have been left with a neighbour or someone nearby.

3. Contact the courier directly
   They may be able to provide additional delivery details or proof of delivery.

If you are still unable to locate your parcel, please contact our Customer Support team via our contact form or live chat as soon as possible, so we can investigate further.

Please note that missing deliveries must be reported within 14 days of the delivery date so that we can raise the issue with the courier.

Important: Safe place deliveries

If you select a safe place for delivery, the courier considers the parcel delivered once it has been left in that location. While we can ask the courier to review the delivery details, we cannot guarantee recovery if the parcel goes missing after being left in the authorised safe place.