If your tracking shows that your order has been delivered but you haven’t received it, please contact us as soon as possible so we can investigate with the courier.

What to Do First:

Before reaching out, we recommend:

• Checking around your property (e.g., porches, garages, bins).
• Asking your neighbours or building reception in case it was left with them.
• Reviewing your order confirmation email to ensure the shipping address was entered correctly at checkout.

⚠️ Please note: If the shipping address was entered incorrectly and the parcel was delivered to that address, we are not liable for the loss.

What Happens Next:

Once you contact us, we will:

• Raise an investigation with the courier into what happened with the delivery.
• Aim to provide an update within 48 hours of opening the case.
• Share any available proof of delivery, including GPS location or delivery photos, as provided by the courier.

In some cases, the courier may attempt to retrieve and re-deliver the parcel if possible.

Signature Release:

If the courier informs us that a signature release was requested and authorised by the recipient, we regretfully cannot offer a refund or replacement. By waiving the signature requirement, the recipient accepts responsibility for the delivery, including any loss or theft that may occur after the package has been delivered.

A signature release allows couriers to leave a parcel in a safe location without a physical signature at the time of delivery.

Final Resolution:

If the courier confirms the parcel is lost and the investigation is closed:

• We will offer a replacement (subject to stock availability), or
• Issue a full refund.