track my order

Where Is My Order?

Enter your tracking number in the box above, or use the tracking link in your dispatch email. If tracking has not started updating yet, the timeline below explains why — it is almost always normal.

What Happens, And When

  • Straight away — order confirmation. An email lands within a few minutes confirming we have your order. This is not the tracking email.
  • 1–3 business days — dispatch. Your order is packed and handed to the carrier. You get a second email, and this one has your tracking number.
  • 3–7 days after dispatch — tracking wakes up. Until the parcel reaches an international hub there is often nothing to scan, so the page may say "no information" for several days. This is the stage that worries people most, and it is the stage where nothing is wrong.
  • 10–20 business days — delivery. The usual window once dispatched. Customs clearance in your country is the part that varies most.

The single most common message we receive is "my tracking has not moved in four days". In almost every case the parcel is moving and the scans have not caught up. Give it a week from dispatch before worrying.

My tracking has not updated in over 10 days

Now it is worth looking into. Email us your order number and we will chase the carrier directly. If a parcel is genuinely lost, we replace it or refund you in full — you do not have to argue the case.

It says delivered, but I do not have it

Check with your household and any neighbours first, and look for a card or a safe-place note. Carriers occasionally scan a parcel as delivered a day before it arrives. If it has not appeared within 48 hours of that scan, contact us with your order number and we will open a claim.

Part of my order arrived and the rest has not

Orders with several items sometimes ship in more than one parcel, on different days, at no extra cost to you. Each parcel has its own tracking number. If the remainder has not arrived within 10 business days of the first, get in touch.

I entered the wrong address

Email us immediately. If the order has not shipped we will correct it. Once it is with the carrier the address cannot be changed, and we are not able to recover a parcel delivered to an address entered incorrectly at checkout.

I have been asked to pay customs or duty

Import duty and taxes are set by your own country and are the customer's responsibility. We cannot calculate or prepay them, and they are separate from anything you paid us. Refusing the charge usually causes the parcel to be returned or destroyed, so contact us first if you are unsure.

Still Stuck?

Email us with your order number and the email address you used at checkout, and we will find it. A person replies, usually within one business day, Sunday to Thursday.