Does my order have tracking?
Our Standard International & Express, and UK Next Day services offer customer tracking. Standard UK, 1-2 Day UK, and International Supersave services do not offer customer tracking.
Where can I find my tracking information?
It will be emailed to you automatically when we have processed and readied your order. Please monitor your spam folder, or 'promotions' tab if you use gmail.
How do I track my order?
You can find all the information you need here.
Who do you ship your orders with?
International orders are delivered via Deutsche Post / DHL, and within the UK Royal Mail.
What kind of updates can I expect to see?
Not every service will include these exact tracking updates, so if one is missing don't worry! These are just examples of the types of statuses we normally see.
Tracking hasn't updated for a few days.
Your order may still need to be processed and scanned through into the system by DHL, or needs to be cleared by customs. This usually takes 2-3 working days but extra time will need to be allowed during busy times of the year such as Christmas and New Year.
It may also be that either tracking is not available for your order, or end to end tracking is not possible for your region - these regions include Australia & Canada.
I have waited for a few days, and tracking still isn't available. Help!
We would recommend tracking directly via the postal service in your region (e.g. USPS in the USA) as there can sometimes be a delay between them and Deutsche Post.
Please also note that there will be certain parts of a parcels journey where it won't be scanned in through the system at regular intervals, for example during customs processing.
Please be patient. Your order will be on its way :)
Why isn't end to end tracking available in my region?
Unfortunately in some regions such as Canada and Australia, the tracking system used by the local postal services are not compatible with the system used by Deutsche Post. This is out of our hands and we do not have access to further tracking information.
Can you give me further tracking information?
No, we only have access to the same information as you.
Delivery has been attempted. What do I do now?
Please contact your local postal service for assistance arranging redelivery or collection. Make sure to do this as swiftly as possible, as most postal services will return parcels that have not been claimed promptly back to us via DHL and you will be liable for further shipping fees.
I've been checking my tracking but my item still hasn't arrived yet.
Please bear in mind that our 7-30 business day time frame is an estimate aim given to us by DHL, and is not a guaranteed service. You will need to allow at least 30 business days (business days do not include weekends or public holidays) for international delivery.
We understand, it sucks having to wait. But your local posties will be getting your order to you as soon as they can, and your patience is appreciated.
In the extremely rare event that your order hasn't arrived to you in 30 business days, drop us a message at firstname.lastname@example.org.
I have another question not answered here.
No problem. If you've got a question regarding shipping / returns & exchanges / our website etc. make sure to stop by our Help Hub here for even more frequently asked questions. And if you're still not sorted, just drop us a message at email@example.com and we'll do our best to help!