Where is my order ?
If you chose courier delivery and your order hasn't arrived by the 3rd working day (excluding the dispatch day) we ask that you use the tracking number on the bottom of your dispatch email to check the status of the parcel. It can be useful to firstly check your property on the chance that the courier has left your item in a safe place (even if they haven't left a card) and it may also be worth asking neighbour's if your order has been left with them. You should also check that the delivery address you gave us is correct, this can be found on your dispatch email. If you still have not received your parcel by the end of the 3rd working day (excluding dispatch day) then please get in touch, (Information below on how to do this).
Royal Mail Delivery
Royal Mail will not class an item as lost or missing for 15 working days but we always ask that you wait for 10 working days (excluding day of dispatch) before contacting us, unfortunately we cannot take action until this time has passed. During this time, we recommend that you ask your local Royal Mail sorting office if they've already tried to deliver (even if they haven't left a card). From previous experience, it can be useful to ask your neighbour's if your order has been left with them. You should also check that the delivery address you gave us is correct, this can be found on your dispatch email.
I've waited, what next ?
If your delivery still hasn't arrived after 10 working days (for Royal Mail) or 3 working days (for courier) and you have performed the above steps then please get in touch via the contact us page quoting your order number (PO*****). Alternatively please call on 02890 861992 with your order number (PO*****). We understand this can be a very frustrating situation however we really do appreciate your patience while your order makes its way to you.
For further information on Delivery times, Dispatch and Cut off times please refer to our Delivery information page (link below)