If tracking shows your order as delivered and it isn't with you, get in touch and we'll help you.
What we'll need from you
Your order number
Confirmation of the delivery address on the order
Whether you've checked with anyone else at the address, and any neighbours, safe places, porches, lobbies or mailrooms
What happens next
A delivered scan doesn't automatically mean a refund or a replacement. We ask the carrier to investigate first, which usually takes around 5 business days. Carriers sometimes scan a parcel as delivered a little early, or leave it somewhere unexpected, and a good number of these turn up during that window.
We'll come back to you as soon as the carrier does.
If the carrier confirms delivery
If the carrier's evidence shows your parcel was delivered to the correct address and it was taken afterwards, we aren't able to refund or replace the order.
Theft after confirmed delivery isn't something we're able to cover.