My package was marked as delivered, but I haven’t received it

Occasionally a parcel is marked as delivered while it is still out for delivery. If this happens, please wait 24 hours, as it often arrives the next day. It is also worth checking with neighbours and any safe place you have agreed with the courier.

If it is still missing after 24 hours

Sign in to your account and open Order Management. Choose the order, select Report a problem, then Parcel not delivered. Add the delivery address you expected it at if you can. Our team replies by email, usually within one working day.

We may open an investigation with the courier, who will review the claim and give us an outcome. We will keep you updated by email.

If you cannot sign in, use our contact form and include your order number.