If your tracking has not updated for a long period of time or your order has passed the expected delivery timeframe, it may be considered delayed or potentially lost in transit.
This is different from a parcel being marked as delivered — it refers to a parcel that has not yet been successfully delivered.
Before contacting us
Please check the following first:
Review your tracking
Check your tracking link for the most recent update.
It’s important to note that some parcels may not scan at every stage of the delivery journey, and updates can occasionally appear later than expected.
Check expected delivery timeframes
Delivery timeframes are estimates based on your shipping method and location.
If your parcel is still within the expected delivery timeframe, we recommend allowing additional time as it may still be in transit.
When a parcel may be considered lost
A parcel may be investigated as potentially lost in transit if:
- There have been no tracking updates for an extended period
- It is significantly past the expected delivery timeframe
- The carrier has been unable to locate the parcel within their network
- A carrier investigation has been raised
What happens next?
If your parcel appears to be lost, please contact our Customer Service team.
We will:
- Investigate with the delivery carrier
- Check tracking and scan history
- Lodge a formal investigation where required
- Keep you updated throughout the process
In some cases, the carrier may first complete an internal investigation before confirming next steps.
Important information
- Some delays resolve themselves once tracking updates resume
- Parcels are not considered lost until they are well outside expected timeframes or confirmed by the carrier
- We always aim to resolve delivery issues as quickly as possible once an investigation is opened
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