If your tracking shows your order has been delivered but you can’t locate it, don’t worry — there are a few things to check first.

Check your delivery location

As Authority to Leave applies to all orders, your parcel may have been left in a safe place at your address.

Please check:

• Front door or porch
• Behind bins, pot plants or side access areas
• Mailbox or letterbox (if applicable)
• Mailroom, reception, or concierge (if applicable)
• Any secure or sheltered areas around your property

Check your tracking for proof of delivery

In many cases, carriers provide proof of delivery, which may include an image showing where your parcel was left.

You can access this via your tracking link once your order has been delivered.

Please note:

• Proof of delivery images are provided by the carrier
• They may not be available for all orders or delivery types

If the proof of delivery image does not appear to match your property or the location where your parcel should have been delivered, your parcel may have been delivered to the wrong address.

If you do not recognise the location shown or you’re still unable to locate your parcel, please contact our Customer Service team and we’ll investigate this further with the carrier.

Check with others at your address

It’s also worth checking with:

• Other people in your household
• Neighbours
• Building reception, security, or concierge staff

Sometimes parcels are received on your behalf without being immediately passed on.

What if I still can’t find my order?

If you’ve checked all possible locations and still can’t locate your parcel, please contact our Customer Service team as soon as possible so we can look into this with the carrier.

We may review:

• Tracking activity
• Proof of delivery information (if available)
• Delivery location details provided by the carrier