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Where Is My order?Updated 2 days ago

Where Is My Order?

Everything you need to know about tracking your order, PIN code deliveries and what to do if something doesn't go to plan.

📦 Tracked despatch notifications 🔐 Secure PIN deliveries ✉ We're here to help

How to track your order

You will receive an email from us to let you know your order is on its way, this includes your tracking details. You will also receive tracking information directly from the carrier by email and/or text.

  • Look out for an email from us confirming your order is on its way - your tracking details are included
  • You will also receive tracking information directly from the carrier by email and/or text
  • You can also track your order at any time by logging into your account on our website
  • Please allow a few hours after receiving your notification for tracking to update
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If you have not received a despatch notification, please check your spam or junk folder first. If it's still missing, contact us and we'll look into it for you.

PIN code deliveries - what to expect

All machine deliveries and high value orders are sent with a secure PIN code. Here is what to expect.

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How PIN code delivery works

  • Your unique PIN is sent to both your email address and mobile number when the carrier scans your parcel into their system - please ensure these details are correct when ordering
  • When the driver arrives, they will ask you for this PIN before completing the delivery
  • Do not share your PIN with anyone - it is your proof of receipt
  • Once the PIN is accepted and delivery confirmed, your order is considered successfully delivered
  • If you have not received your PIN by the time your delivery is due, please contact us immediately
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Important: Your contact details are only used to send delivery notifications and your secure PIN. They are not shared with third parties for marketing purposes. For more information, please see our Privacy Policy.

What to do if your order hasn't arrived

If your order hasn't arrived when expected, follow these steps before getting in touch.

1

Check your tracking

Use the tracking link in your despatch notification to see the latest status of your parcel. Tracking updates can sometimes be delayed by a few hours.

2

Allow a little extra time

Delivery times are estimates and are not guaranteed once your parcel is with the carrier. If you are in a remote area, on an island, or your order was placed around a Bank Holiday, please allow an extra working day before contacting us.

3

Check for a delivery card

The carrier may have attempted delivery while you were out and left a card through your door with next steps. Please note we do not offer safe place or collection from a pickup point for our deliveries.

4

Still nothing? Contact us

If your tracking shows no movement for more than two working days, or your expected delivery date has passed without any update, please get in touch and we will investigate with the carrier on your behalf.

What to do if you miss a delivery

If you are not in when your delivery is attempted, here is what typically happens next.

  • The carrier will leave a card through your door letting you know a delivery was attempted
  • You can rebook a delivery using the link in your carrier tracking notification or via the carrier's website - this applies to PIN code deliveries too
  • Please note we do not offer a safe place or collection from a pickup point - someone will need to be available at the address to receive your order
  • Royal Mail parcels not collected within the holding period will be returned to us - please contact us if this happens and we will arrange re-despatch
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Re-despatch of returned parcels may incur an additional delivery charge. Please ensure someone is available to receive your order, particularly for PIN code deliveries.

Common questions

A few things customers ask us most often once their order is on its way.

I haven't received a despatch notification - has my order been sent?
Please check your spam or junk folder first, as notifications can sometimes end up there. If there is nothing there either, contact us and we'll check the status of your order and resend the notification if needed.
My tracking hasn't updated since yesterday - is something wrong?
Tracking updates can sometimes lag behind the actual movement of your parcel, particularly over weekends or during busy periods. If there has been no movement for more than two working days, please get in touch and we will look into it.
I didn't receive my PIN - what should I do?
Check your spam or junk folder first. If it's not there, contact us immediately - ideally before your delivery is due. The driver cannot complete the delivery without the PIN being accepted, so it's important to have it ready.
Can I request a safe place or collect from a pickup point?
We do not offer safe place or collection from a pickup point for our deliveries. Someone will need to be available at the delivery address to receive your order. For PIN code deliveries, the driver must obtain the PIN from you or an authorised person before completing delivery.
My order shows as delivered, but I haven't received it - what do I do?
If your tracking shows delivered but you haven't received your parcel, please check with other members of your household and any neighbours first. If you still cannot locate it, contact us straight away and we will raise an investigation with the carrier.
My parcel arrived damaged - what should I do?
Please contact us as soon as possible and include photos of the damage to both the packaging and the contents. We will work with you to resolve this quickly.

Still need help with your order?

Our team are happy to help — just get in touch and we will do our best to resolve things quickly.

📞 01209 216 942 ✉ Message Us
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