My order says delivered but I haven’t received it

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

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 investigate with the carrier.

We may review:

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