When you track your order, you’ll see different updates as it moves from our warehouse to your delivery address.
Below is a guide to what each status means.
Awaiting fulfilment
Your order has been received and is currently being processed in our warehouse.
At this stage, your order has not yet been packed or dispatched.
Dispatched / Shipped
Your order has been packed and prepared for collection by our delivery partners.
At this stage, your order may not yet show tracking updates, as it still needs to be scanned into the carrier’s network.
Tracking will begin once your parcel is scanned by the delivery partner and marked as In transit / on it's way
In transit / on it's way
Your order has been collected by the delivery carrier and is moving through their network toward your delivery location.
It may pass through multiple sorting facilities before reaching your local depot.
Out for delivery
Your order is with a delivery driver and is on its way to your delivery address today.
Delivery timing will depend on your location and the driver’s route.
Delivered
Your order has been marked as delivered by the carrier.
If you can’t locate it, please check safe places around your property, as well as mailrooms or reception areas if applicable.
Awaiting collection
Your parcel is ready for collection from a nearby post office, depot, or Collection Point.
This usually occurs when:
- A delivery attempt was unsuccessful
- The parcel was redirected to a pickup location
- The address required collection from a local facility
Please follow the instructions provided in your tracking notification to collect your parcel.
Expected delivery / estimated delivery
This shows the carrier’s estimated delivery date for your parcel.
This is based on transit times and may change depending on network conditions or delays.
Delayed / exception
This means there is a temporary issue affecting your delivery.
Common reasons include:
- High parcel volumes (especially during sales or peak periods)
- Weather or transport disruptions
- Address or access issues
If your tracking remains in this status for an extended period, please contact our Customer Service team so we can investigate.
Return to sender
Your parcel has been unable to be successfully delivered and is being returned to our warehouse.
This may happen if:
- The delivery address is incorrect or incomplete
- Delivery attempts were unsuccessful
- The parcel was not collected from a depot or Collection Point within the required timeframe
- The carrier was unable to safely access or deliver to the address
If your order is returned to us, our Customer Service team will contact you with next steps.
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