Missing or Delayed ParcelsUpdated a day ago

We're sorry to hear your parcel hasn't arrived as expected.

While most orders are delivered within the estimated delivery timeframe, delays can occasionally occur due to factors outside our control. Here's what to do if your parcel is delayed or appears to be missing.

My Parcel Is Taking Longer Than Expected

Delivery estimates are provided as a guide and may occasionally be impacted by:

• High parcel volumes during peak periods.
• Weather events or natural disasters.
• Customs processing (for international orders).
• Courier network delays.
• Public holidays in the destination country.

We recommend allowing a little extra time if your parcel is still moving through the courier network.

My Tracking Hasn't Updated

It's not uncommon for tracking updates to pause while your parcel is in transit between processing facilities.

If your tracking hasn't updated for several business days, we recommend contacting the shipping carrier directly using your tracking number. They'll have access to the latest tracking information and may be able to provide further updates.

If the courier can't assist or your parcel appears to be significantly delayed, please contact our Customer Care team and we'll be happy to help.

I Think My Parcel Is Missing

If your parcel appears to be lost, we recommend:

1. Checking your tracking for the latest updates.
2. Contacting the shipping carrier directly using your tracking number to lodge an enquiry and request photographic evidence of delivery.
3. Contacting our Customer Care team if the courier is unable to locate your parcel or recommends that you get in touch with us.

Where appropriate, we'll work with the shipping carrier to investigate your delivery and keep you updated throughout the process.

My Tracking Says "Delivered" but I Haven't Received It

If your tracking shows your parcel as delivered but you can't locate it, we recommend:

• Checking around your property and any safe places.
• Asking members of your household if they've accepted the delivery.
• Checking with neighbours or your building manager (where applicable).
• Contacting the shipping carrier directly using your tracking number, as they may be able to provide GPS delivery information or additional delivery details.

If you're still unable to locate your parcel, please contact our Customer Care team. We'll be happy to assist and work with the courier where required.

How Long Do Courier Investigations Take?

If an investigation is required, the timeframe will vary depending on the shipping carrier and destination.

We'll keep you informed throughout the investigation and work with the courier to resolve the issue as quickly as possible.

Need Further Assistance?

If you've already contacted the courier and still need help, please get in touch with our Customer Care team with:

• Your order number.
• Your tracking number.
• A brief description of the issue.

We'll be happy to assist.